Help Desk Queue Manager

Job Summary

A company is looking for a Help Desk Queue Manager to oversee Collaboration Services support operations in a Federal Microsoft 365 environment.

Key Responsibilities

• Manage daily operations of Collaboration Services ticket queues within ServiceNow
• Ensure accurate prioritization and assignment of tickets based on business impact and urgency
• Coordinate response for high-impact incidents and monitor queue health to prevent SLA degradation

Required Qualifications

• 4+ years of relevant IT experience supporting enterprise service desk operations
• Experience managing SLA-driven ticket queues within an enterprise IT environment
• Experience supporting Microsoft 365 enterprise environments
• Experience coordinating high-priority incident response activities
• Bachelor's degree in Computer Science, Engineering, or a related discipline, or equivalent experience