Ticket Queue Manager

Job Summary
We are seeking a detail-oriented and proactive IT Support Ticket Coordinator to oversee the management and resolution of technical support tickets across multiple channels. This role is critical in ensuring efficient ticket flow, prioritization, and adherence to service level agreements (SLAs), while maintaining high customer satisfaction. The ideal candidate will act as the gatekeeper of the ticketing system, ensuring issues are categorized, assigned, escalated, and resolved in line with IT Service Management (ITSM) best practices. This position requires strong analytical skills, excellent communication, and the ability to collaborate effectively with technical teams and leadership.

Key Responsibilities
- Manage the daily inflow of IT support tickets, prioritizing and distributing workload to meet SLA and response time targets.
- Serve as the primary point of control for the ticketing system by categorizing, assigning, escalating, and resolving issues according to established ITSM processes.
- Monitor ticket queues proactively, tracking aging tickets and driving timely follow-ups, escalations, or reassignments to prevent delays.
- Collaborate closely with technical teams and management to address high-priority or long-standing incidents, ensuring swift resolution.
- Conduct regular ticket audits on a daily, weekly, and monthly basis to maintain quality, consistency, and compliance with internal processes.
- Identify and communicate trends or recurring issues to leadership, supporting root cause analysis and problem management initiatives.
- Generate comprehensive reports detailing ticket volumes, response times, resolution rates, and other key performance metrics.
- Act as the central coordinator during major incident triage, facilitating communication and updates across support teams and stakeholders.
- Prepare detailed reports on incidents, changes, and problem tickets, including trend analysis and recommendations for performance improvement.
- Maintain strong coordination with support teams, technical resources, and stakeholders to ensure timely ticket resolution and uphold customer satisfaction.

Required Qualifications
- Proven experience managing IT support ticket workflows, workload distribution, and SLA governance.
- Strong familiarity with ITSM tools such as ConnectWise or similar platforms.
- Working knowledge of ITIL processes, particularly Incident, Request, and Problem Management.
- Solid understanding of IT infrastructure, including software and hardware components.
- Excellent analytical and problem-solving skills, with the ability to interpret data, identify trends, and recommend process improvements.
- Ability to work both independently and collaboratively in a fast-paced, dynamic environment.
- Exceptional communication, coordination, and conflict-resolution abilities.
- Detail-oriented with a strong sense of urgency and commitment to quality.

Preferred Qualifications and Benefits
- ITIL Foundation certification is highly preferred.
- Opportunity to work in a collaborative environment focused on continuous improvement and customer satisfaction.

This role offers a unique opportunity to contribute to the efficiency and effectiveness of IT support operations, ensuring seamless service delivery and enhanced user experience. If you are a motivated professional with a passion for IT service management and ticket coordination, we encourage you to apply.