IT Queue Manager II

Now Hiring at AMERICAN SYSTEMS

Epsilon Inc. has joined AMERICAN SYSTEMS! As one organization we offer expanded resources streamlined operations and increased opportunities for growth and development.

Join us to be part of a dynamic collaborative environment dedicated to innovation and customer success.

An Average DAy:
As the IT Queue Manager Level II you will support the daily flow of incoming customer requests by reviewing prioritizing and routing account and data transfer paperwork to the appropriate teams. You will also serve as a senior point of contact for ticket follow-up status validation escalation and customer communication to help ensure SLA Service Delivery requirements are met. Additionally in this position you will:

• Actively monitor incoming customer requests and ensure account and data transfer paperwork is processed completed and routed to the respective teams.
• Own queue prioritization ticket triage and escalation to ensure work is assigned accurately and moved forward without delay.
• Monitor ticket aging identify stalled items and drive resolution by following up with assigned support teams and stakeholders.
• Contact teams assigned to tickets when updates are missing or when latest status has not been documented.
• Provide customer support via email Teams or phone to communicate status updates and help prevent SLA Service Delivery failures.
• Review queue trends recurring issues and workflow gaps to recommend process improvements.
• Support reporting documentation accuracy and operational visibility for leadership and cross-functional teams.

• As a requirement of this position all candidates must be a U.S. accordance with 8 U.S.C. 1324b(a)(2)(C).
• Must havean active Secretclearancewith the ability to obtain aTop Secret with SCI eligibility or have an active Top Secret with SCI eligibility; Will be subject to a federal background investigation.
• Bachelors degree in Computer Science Information Technology Business Administration or Information Systems Management preferred; equivalent experience may be considered a bachelors degree counting as 3 years of experience; Associates degree in Applied Science may be considered equivalent to 1 year of experience.
• Must hold current CompTIA Security CE or other 8570 environment relevant certification.
• 58 years of experience in IT support service desk queue management incident management or IT operations.
• Experience with an IT ticket management system such as Helix (formerly BMC Remedy) ServiceNow Zendesk or similar platforms.
• Demonstrated experience managing high-volume queues routing tickets and following through on escalations.
• Experience communicating with customers and internal technical teams to drive resolution and service accountability.
• Strong communication organization and attention to detail.
• Ability to manage competing priorities and remain responsive in a fast-paced remote environment.
• Strong follow-through to keep tickets moving and prevent SLA misses.
• Comfort using ticket data to identify trends escalate issues and improve service delivery.