Overview

Iron EagleX is a veteran owned defense contracting company based in Tampa, FL.

It is our mission to provide solutions to the most challenging technical problems facing the Department of Defense while simultaneously making a positive impact on our employees and community.

Responsibilities

Job Description:

As the Service Desk Queue Manager, you will oversee the day-to-day operations of the Service Desk, ensuring efficient handling of incidents, service requests, and tasks. Operating on-site, you will manage the ticket queue, prioritize tasks, and coordinate with technical staff to deliver timely resolution and excellent customer service. This role requires an active Top-Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.

Job Duties Include (but not limited to):

Responsibilities:

• Manage the ticket queue, ensuring timely assignment and resolution of incidents, service requests, and tasks according to Service Level Agreements (SLAs).
• Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as necessary to meet operational needs.
• Monitor ticket progress, escalating as needed to ensure prompt resolution and customer satisfaction.
• Coordinate with technical staff to provide support and guidance on ticket resolution, ensuring adherence to best practices and procedures.
• Conduct regular reviews of ticketing system data to identify trends, areas for improvement, and opportunities to optimize service delivery.
• Collaborate with stakeholders to gather feedback, address concerns, and implement process improvements to enhance service quality.
• Generate reports and metrics on ticket performance, highlighting key performance indicators and areas for improvement.
• Serve as a point of contact for escalations, providing guidance and support to resolve complex issues and ensure customer expectations are met.
• Maintain knowledge of ITIL practices and methodologies, applying principles to streamline service desk operations and enhance efficiency.
• Foster a positive work environment within the service desk team, promoting collaboration, professionalism, and continuous learning.

Qualifications

Qualifications:

Required Skills & Experience:

• Minimum of 2 years of experience in IT service management or service desk operations, with demonstrated experience in ticket management and queue prioritization.
• Strong understanding of ITIL practices, including incident, problem, and change management.
• Experience with ticketing systems (e.g., ServiceNow, Remedy) and proficiency in generating reports and metrics.
• Excellent communication and interpersonal skills, with the ability to effectively interact with technical staff, stakeholders, and customers.
• Strong analytical and problem-solving abilities, with a focus on driving continuous improvement and service excellence.
• Ability to work effectively in a fast-paced, dynamic environment, managing competing priorities and meeting deadlines.
• Leadership qualities, including the ability to motivate and inspire team members to achieve shared goals.
• Preferred Certifications: such as ITIL Foundation, HDI Support Center Manager, or similar, preferred.
• Due to U.S. Government contract requirements, only US citizens are eligible for this role.

Education & Certifications:

• Bachelor’s degree or associate’s degree

Security Clearance: 

• Active Top-Secret clearance with eligibility for SCI access.

Benefits:

• National health, vision, and dental plans
• 20 days of PTO and 11 paid holidays
• Life Insurance
• Short- and long-term disability plans
• 401(K) retirement plan
• Incentive and recognition programs
• Relocation opportunities

Iron EagleX is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.