IT Queue Manager II (JSF)

About the role

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Responsibilities

• support the daily flow of incoming customer requests by reviewing, prioritizing, and routing account and data transfer paperwork to the appropriate teams.
• 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.
• 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.

Qualifications

• Must be a U.S. Citizen.
• Must have an active Secret clearance with the ability to obtain a Top Secret with SCI eligibility or have an active Top Secret with SCI eligibility; Will be subject to a federal background investigation.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or Information Systems Management preferred; equivalent experience may be considered, a bachelor’s degree counting as 3 years of experience; Associate’s 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.
• 5–8 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