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Queue Manager (mfd)
Job Location:
Job Location:
Frankfurt am Main - Germany
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
27 September 2026 (16 hours ago)
Posted:
Application Deadline:
25 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Your mission
As a Queue Manager at Matrix42 you will take daily operational ownership of one or more support queues. You will ensure that incidents service requests and customer inquiries are reviewed prioritized assigned and followed up consistently. By maintaining clear ownership queue health and SLA compliance you will help ensure that no customer case is left unattended.
- Monitor support queues throughout the day and ensure new and updated tickets are reviewed categorized and handled without unnecessary delay.
- Validate ticket priority customer impact urgency and support scope to enable correct handling and escalation.
- Assign incidents service requests and other ticket types to the appropriate support team resolver group or individual based on skills workload and process rules.
- Follow up on unassigned aging breached and at-risk tickets taking corrective action to protect SLA compliance and customer satisfaction.
- Maintain accurate and up-to-date ticket documentation status categorization and ownership.
- Coordinate with 1st-line 2nd-line and where applicable 3rd-line support escalation managers and team leads to remove blockers and secure timely progress.
- Collaborate with cross-functional teams to accelerate ticket resolution.
- Identify recurring quality issues routing gaps and process deviations and propose improvements that increase efficiency and consistency.
- Support operational reporting by providing visibility into queue health workload distribution SLA risks and backlog trends.
- Promote disciplined ticket handling and the correct use of support statuses priorities and escalation paths.
- Identify and propose candidates for Major Incident and Problem Management.
Your profile
- Strong understanding of support processes ticket lifecycles prioritization SLA logic and escalation practices.
- Experience with ITSM or customer support ticketing tools and dashboards.
- Ability to assess customer impact urgency and business criticality and translate them into sound ticket-handling decisions.
- Good technical understanding of the supported products solution areas and support team responsibilities.
- Excellent coordination communication and follow-up skills with the ability to work effectively across multiple teams.
- A structured detail-oriented working style and strong ownership of operational quality and queue hygiene.
- Ability to manage competing priorities in a fast-paced environment while maintaining a strong customer focus.
- Matrix42 domain knowledge and a commercial understanding of Matrix42 agreements and service descriptions.
- Fluency in English and native-level proficiency in Finnish or German. Additional languages are a plus.
- Familiarity with ITIL principles particularly Incident Management Request Fulfilment and Service Level Management.
Our Benefits
We could tell you all about the free fruit and drinks in the office that you will have flexible working hours 2530 vacation days depending on the location or that remote work is part of everyday life. But in our eyes thats not a benefit its standard. Here are some of our benefit offers:
- Learning & Development Opportunities
- Up to 6 additional days off for personal or professional development
- Access to online platforms to expand your knowledge or improve your language skills
- One Social Day to assist in social settings or attend events that help improve our environment
- Bicycle leasing with the contract and insurance administered through Matrix42
- The option to choose an additional benefit such as a fitness membership job ticket retirement plan or monetary bonus
- And many more. Ask us for details.
Your contact person
Send us your application including your salary requirements and earliest possible starting date directly through our online portal via the APPLY NOW button. If you have any questions please do not hesitate to contactIrina Neculae.
We ask for your understanding that MATRIX42 can only accept applications online via the applicant portal in connection with our applicant management system due to the currently valid EU data protection regulations.
We ask for your understanding that MATRIX42 can only accept applications online via the applicant portal in connection with our applicant management system due to the currently valid EU data protection regulations.
About us
We are the European choice in intelligent service management built on trust powered by people!
At Matrix42 we empower organizations to digitalize and automate their everyday work. With our platform customers manage IT and business processes assets endpoints and identities seamlesslydriving productivity agility security and a better employee experience. Through integrated solutions and automation we enable modern digital workplaces and true self-service.
Join a diverse team of over 600 professionals across Europe who are shaping the future of service management every day.
Our culture is built on a strong value-based performance mindsetbecause success is not just about what we achieve but how we achieve it. Guided by our four core values we bring our vision to life every day:
We are committed to building an inclusive and diverse workplace where everyone feels valued and empowered. We welcome applications from all individuals regardless of gender age disability ethnic or social origin religion or belief sexual orientation or identity.
At Matrix42 we empower organizations to digitalize and automate their everyday work. With our platform customers manage IT and business processes assets endpoints and identities seamlesslydriving productivity agility security and a better employee experience. Through integrated solutions and automation we enable modern digital workplaces and true self-service.
Join a diverse team of over 600 professionals across Europe who are shaping the future of service management every day.
Our culture is built on a strong value-based performance mindsetbecause success is not just about what we achieve but how we achieve it. Guided by our four core values we bring our vision to life every day:
- We love customers we put customer success at the heart of everything we do
- Make it happen we take ownership act with speed and turn ideas into impact
- Better every day we continuously learn improve and push boundaries
- With respect we collaborate with trust openness and appreciation for each other
We are committed to building an inclusive and diverse workplace where everyone feels valued and empowered. We welcome applications from all individuals regardless of gender age disability ethnic or social origin religion or belief sexual orientation or identity.
Required Experience:
Manager
About Company
We are the European choice in intelligent service management – built on trust, powered by people! At Matrix42, we empower organizations to digitalize and automate their everyday work. With our platform, customers manage IT and business processes, assets, endpoints, and identities seam ... View more
