ServiceNow Queue Manager

The Digital Sector at Leidos has an opening for a Service Now Queue Manager to support the customer's Information Technology (IT) operations and service management requirements. This position is responsible for overseeing Service Now ticket queues, coordinating ticket assignments and resolutions, monitoring Service Level Agreement (SLA) compliance, and ensuring the timely processing and resolution of incidents and service requests. The Service Now Queue Manager will serve as a central point of coordination between customer stakeholders, technical support teams, and program leadership to ensure service requests and incidents are properly documented, assigned, tracked, and resolved within established timelines.

The individual will monitor operational performance, identify workflow bottlenecks, elevate unresolved issues, and provide reporting on ticket status, SLA compliance, and overall service delivery performance. This position requires strong organizational, analytical, and communication skills, along with experience using Service Now or similar IT Service Management (ITSM) platforms. The successful candidate must be capable of managing multiple priorities, coordinating across technical teams, and maintaining accountability for ticket progression and resolution.

This is an operational and administrative ITSM position and does not require Service Now development or programming responsibilities. This is a 100% on-site position. All work must be performed at the customer site in Bethesda at the Intelligence Community Campus.

• Monitor and manage Service Now incident and service request queues to ensure tickets are properly assigned, prioritized, and processed.
• Review incoming tickets for completeness, accuracy, appropriate categorization, priority, and assignment to the responsible support teams.
• Track ticket progression throughout the service management lifecycle, ensuring timely updates, appropriate documentation, and resolution within established SLAs.
• Monitor ticket aging, backlog trends, overdue assignments, and potential SLA violations, proactively coordinating corrective actions with responsible teams.
• Identify and elevate unresolved incidents, service requests, and workflow bottlenecks to appropriate technical leads, management personnel, or program leadership.
• Coordinate with technical support teams, service desk personnel, and customer representatives to facilitate timely incident resolution and service request fulfillment.
• Monitor high-priority incidents and coordinate with appropriate technical teams to ensure timely response, escalation, and resolution.
• Generate and maintain operational reports and dashboards detailing ticket volumes, backlog, ticket aging, SLA compliance, resolution performance, and outstanding service requests.
• Analyze ticket trends and recurring service delivery issues to identify opportunities for workflow optimization and improved operational efficiency.
• Provide regular status updates to program management and customer stakeholders regarding queue performance, outstanding issues, and potential service delivery risks.
• Coordinate with assignment groups to ensure appropriate workload distribution and accountability for assigned tickets.
• Conduct periodic ticket quality reviews to verify compliance with established documentation standards, workflow requirements, and closure procedures.
• Identify tickets that have remained inactive or have not received timely updates and coordinate with assigned personnel to ensure appropriate action is taken.
• Develop, maintain, and update Standard Operating Procedures (SOPs), queue management processes, escalation procedures, and operational documentation.
• Support training and guidance for Service Now users and technical personnel regarding ticket handling procedures, documentation requirements, and workflow expectations.
• Participate in operational meetings, service reviews, and process improvement initiatives to improve ticket management and customer service delivery.
• Ensure adherence to established ITSM processes, organizational policies, contractual requirements, and customer service standards.
• Support continuous improvement initiatives designed to reduce ticket backlog, improve SLA performance, and streamline service request fulfillment.

• Professional experience supporting IT operations, service desk operations, incident management, service request fulfillment, or IT Service Management (ITSM) environments.
• Experience…