ServiceNow Queue Manager

The Digital Sector at Leidos has an opening for a ServiceNow Queue Manager to support the customer's Information Technology (IT) operations and service management requirements.

The ServiceNow Queue Manager will serve as a central point of coordination between customer stakeholders, technical support teams, and program leadership to ensure service requests and incidents are properly documented, assigned, tracked, and resolved within established timelines.

The individual will monitor operational performance, identify workflow bottlenecks, escalate unresolved issues, and provide reporting on ticket status, SLA compliance, and overall service delivery performance.

Primary Duties and Responsibilities:

• Monitor and manage ServiceNow incident and service request queues to ensure tickets are properly assigned, prioritized, and processed.
• Review incoming tickets for completeness, accuracy, appropriate categorization, priority, and assignment to the responsible support teams.
• Track ticket progression throughout the service management lifecycle, ensuring timely updates, appropriate documentation, and resolution within established SLAs.
• Monitor ticket aging, backlog trends, overdue assignments, and potential SLA violations, proactively coordinating corrective actions with responsible teams.
• Identify and escalate unresolved incidents, service requests, and workflow bottlenecks to appropriate technical leads, management personnel, or program leadership.
• Coordinate with technical support teams, service desk personnel, and customer representatives to facilitate timely incident resolution and service request fulfillment.
• Monitor high-priority incidents and coordinate with appropriate technical teams to ensure timely response, escalation, and resolution.
• Generate and maintain operational reports and dashboards detailing ticket volumes, backlog, ticket aging, SLA compliance, resolution performance, and outstanding service requests.
• Analyze ticket trends and recurring service delivery issues to identify opportunities for workflow optimization and improved operational efficiency.
• Provide regular status updates to program management and customer stakeholders regarding queue performance, outstanding issues, and potential service delivery risks.
• Coordinate with assignment groups to ensure appropriate workload distribution and accountability for assigned tickets.
• Conduct periodic ticket quality reviews to verify compliance with established documentation standards, workflow requirements, and closure procedures.
• Identify tickets that have remained inactive or have not received timely updates and coordinate with assigned personnel to ensure appropriate action is taken.
• Develop, maintain, and update Standard Operating Procedures (SOPs), queue management processes, escalation procedures, and operational documentation.
• Support training and guidance for ServiceNow users and technical personnel regarding ticket handling procedures, documentation requirements, and workflow expectations.
• Participate in operational meetings, service reviews, and process improvement initiatives to improve ticket management and customer service delivery.
• Ensure adherence to established ITSM processes, organizational policies, contractual requirements, and customer service standards.
• Support continuous improvement initiatives designed to reduce ticket backlog, improve SLA performance, and streamline service request fulfillment.

Basic Qualifications

• Professional experience supporting IT operations, service desk operations, incident management, service request fulfillment, or IT Service Management (ITSM) environments.
• Experience using ServiceNow or a comparable ITSM platform to manage incidents, service requests, assignment groups, and ticket workflows.
• Demonstrated experience monitoring ticket queues, managing ticket backlogs, and coordinating ticket assignments and resolutions across multiple technical support teams.
• Working knowledge of Service Level Agreements (SLAs), ticket prioritization, escalation procedures, and service delivery performance metrics.
• Experience generating operational reports, tracking key performance indicators (KPIs), and providing ticket status and SLA compliance updates to management.
• Experience coordinating incident resolution and service request fulfillment across multiple technical teams.
• Ability to identify workflow inefficiencies, coordinate issue resolution, and recommend improvements to established operational processes.
• Strong organizational and time management skills, with the ability to manage competing priorities in a fast-paced operational environment.
• Excellent written and verbal communication skills, including the ability to coordinate with technical personnel, management, and customer stakeholders.
• Experience using Microsoft Office applications, particularly Excel, for reporting, data analysis, and operational tracking.
• Ability to work independently, maintain attention to detail, and ensure accountability for assigned responsibilities.
• Must be available to work on site. No Remote work.
• Candidate must, at a minimum, meet DoD 8570.11- IAT Level II certification requirements (currently Security+ CE, CCNA-Security, GSEC, or SSCP along with an appropriate computing environment (CE) certification)

Education/Experience Requirements

• Candidate must have a Bachelor's degree and 4 years of relevant experience. Additional years of experience may be considered in lieu of degree.
• Active TS/SCI clearance with Polygraph required OR active TS/SCI and willingness to get a Poly.
• US Citizenship is required due to the nature of the government contracts we support.

Preferred Qualifications

• Experience supporting IT operations and maintenance (O&M) contracts within Department of Defense (DoD), Intelligence Community (IC), or other federal government environments.
• ITIL Foundation certification or demonstrated knowledge of ITIL incident management, request fulfillment, problem management, and service management best practices.
• Experience with ServiceNow IT Service Management (ITSM) modules, including Incident Management and Request Management.
• Familiarity with ServiceNow reporting tools, dashboards, assignment groups, and workflow administration from an operational user perspective.
• Experience managing high-volume ticket queues and coordinating incident escalations across multiple technical support teams.
• Experience developing and maintaining Standard Operating Procedures (SOPs), operational metrics, and process documentation.
• Demonstrated ability to identify service delivery trends, improve queue performance, and reduce ticket resolution times.
• Previous experience coordinating multiple technical support teams in a large enterprise IT environment.
• Familiarity with government IT operational reporting, customer service requirements, and contractual SLA performance expectations.
• Experience supporting operational performance reviews and providing ticket management metrics to program leadership.