What are the responsibilities and job description for the IT Queue Manager - IT Support Services position at Irvine Technology Corporation (ITC)?
IT Queue Manager
Are you the person your team turns to when things get chaotic? Our client is building out a brand-new Service Desk function and needs a sharp, level-headed leader to keep it running like clockwork. As IT Queue Manager, you won't just move tickets around, you'll be the strategic hub that keeps a fast-growing support organization focused, balanced, and delivering a great experience for thousands of end users every single day. If you love bringing order to complexity and coaching others to do their best work, this is your seat.
As part of our process after applying, you may receive an invitation from our AI Recruiter Avery for a short conversation that lets you share more about your background beyond your resume. For questions, contact .
- Job Type: Long-Term Contract
- Location: Remote (PST, CST, or EST hours)
- Compensation: This job is expected to pay about $20 - $27/hr
- No Visa Sponsorship Available for this role
What You'll Do:
- Act as the real-time orchestrator of the Service Desk queue, triaging and assigning incidents and requests based on urgency, complexity, and team capacity
- Serve as an escalation point for analysts, resolving complex issues and coaching the team toward stronger first-call resolution
- Monitor SLAs, aging tickets, and workload balance, proactively catching problems before they impact users
- Ensure smooth, well-documented service request fulfillment across a distributed enterprise environment
- Drive continuous improvement through better knowledge articles, automation, and ITIL-aligned process refinement
What Gets You the Job:
- 3 years of experience in an IT Service Desk, Support, or Operations environment, ideally supporting a large, distributed workforce
- Hands-on experience with Microsoft 365, Entra ID, Intune, Windows endpoint management, and an ITSM platform such as HaloITSM or ServiceNow
- Solid grounding in ITIL principles, with strong incident and service request management experience
- Sharp prioritization instincts and sound decision-making, even with incomplete information
- Excellent communication skills and a genuine customer-first mindset
Ready to bring structure and momentum to a team that's just getting started? Apply today and help shape what great support looks like from day one.
Irvine Technology Corporation (ITC) connects top talent with exceptional opportunities in IT, Security, Engineering, and Design. From startups to Fortune 500s, we partner with leading companies nationwide. Our AI recruiter, Avery, helps streamline the first step of your journey-so we can focus on what matters most: helping you grow. Join us. Let us ELEVATE your career!
Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
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