Desktop Support Queue Manager

We are seeking a highly organized and motivated individual to join our team as a Desktop Support Queue Manager. This vital role ensures the efficient and timely resolution of end-user technical issues by managing the desktop support queue within Remedy. The Queue Manager will be responsible for triaging, prioritizing, and assigning incoming tickets to Desktop Support Technicians, monitoring ticket progress, and ensuring adherence to Service Level Agreements (SLAs). This position requires a strong understanding of desktop support principles combined with exceptional interpersonal and communication skills.
Core hours: M-F, 0730 to 1600

As a dynamic systems integrator, SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity.

SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for more than 45 years. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.

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Manage and prioritize the incoming ticket queue within Remedy, ensuring timely assignment and resolution of end-user requests.
• Monitor ticket progress and proactively follow up with technicians to facilitate timely completion within established SLAs.
• Identify and escalate complex or high-priority issues to appropriate support teams.
• Provide regular updates to management on queue status, including key metrics like ticket volume, resolution time, and SLA adherence.
• Collaborate with Desktop Support Technicians to identify recurring issues and contribute to problem-solving efforts.
• Maintain accurate and up-to-date documentation related to queue management processes.
• Contribute to the development and improvement of queue management procedures and best practices.
• Provide occasional Tier 1 desktop support as needed.

• An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics or business/finance plus 5 years' experience. Additional experience may be accepted in lieu of a degree.
  Education and experience requirements may be substituted with:
  1. A bachelor's degree (in subjects described above) and 4 years general experience of which at least two years must be specialized experience.
  2. No degree and 8 years general experience of which at least 6 years is specialized experience.
• Active CompTIA Security + certification
• Currently possess an Active DoD Secret security clearance
• Proven experience in a desktop support environment.
• Strong understanding of ITIL principles and service management best practices.
• Proficiency with Remedy or similar ticketing systems.
• Excellent organizational, time management, and prioritization skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Demonstrated ability to work effectively both independently and as part of a team.
• Ability to thrive in a fast-paced environment and manage multiple competing priorities.
  
  

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.