Queue Manager

The Queue Manager is responsible for overseeing the effective flow, prioritisation and resolution of tickets across the IT managed service operation, ensuring work is managed in line with ITIL practices. This new role supports service stability and customer satisfaction by maintaining queue health, improving process adherence, coordinating escalations and driving timely resolution of incidents and service requests.

• Monitor and manage service queues to ensure incidents, requests and tasks are prioritised and allocated in line with agreed service levels.
• Apply ITIL-aligned practices across Incident Management, Request Fulfilment, Problem Management and Major Incident support activities.
• Review ticket backlogs, ageing items and breached cases, taking corrective action to restore control and improve throughput.
• Coordinate with resolver groups, service desk analysts and technical teams to ensure accurate routing, timely updates and effective resolution.
• Support escalation management for high-priority or business-critical issues, ensuring clear communication and appropriate ownership.
• Maintain queue governance standards, including ticket quality, categorisation, prioritisation, documentation and closure accuracy.
• Produce and analyse queue performance reports, identifying trends, bottlenecks and improvement opportunities.
• Contribute to continual service improvement initiatives by recommending process, tooling and workflow enhancements.
• Help ensure compliance with SLAs, OLAs and internal operational procedures.
• Provide guidance and day-to-day support to analysts and coordinators on queue management best practice.
• Reduction in backlog volume and ageing tickets.
• Improved SLA attainment and queue responsiveness.
• Higher quality ticket handling and reduced reassignments.
• Effective coordination during service peaks and priority incidents.
• Demonstrable contribution to continual service improvement outcomes.

• Good working knowledge of ITIL principles, particularly Incident, Request, Problem and Change practices.
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment.
• Experience using ITSM tools to manage ticket workflows, reporting and service performance.
• Strong attention to detail with a focus on data quality and process compliance.
• Ability to analyse operational data and turn findings into practical improvements.
• Confident communicator able to work effectively with technical teams, stakeholders and customers.
• Demonstrated ability to coordinate escalations and maintain control during peak demand periods.
• Relevant experience in IT support, service operations or service management environments.
• Experience in managed services, enterprise IT or technical support environments would be advantageous.

As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.

The salary range for this role is £40,000 - £42,500.