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KeenLogic ServiceNow ITSM Manager in Alexandria, Virginia

KeenLogic is currently looking for a talented and self-motivated ITSM Queue Manager with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA.

Job Description:

As part of a Service Desk, successful candidate will perform the activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met. Identifying trends and providing guidance and input to ensure proper categorization and assignment of resources. Perform aging analysis and audits to ensure ticketing standards are met. Contribute to knowledge base articles, procedural documentation, training materials for service desk staff, and reports on performance. The Queue Manager will also determine when tickets have a high degree of recurrence, are high severity, or the root cause is unknown to escalate the tickets to the Problem Management process.

Responsibilities include:

  • Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.

  • Monitoring queues to ensure SLAs are maintained.

  • Assigning the tickets which are out of scope to Service Desk/Other Teams

  • Perform aging analysis and audits

  • Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved

  • Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load

  • Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

  • Preparing daily reports on Incidents/Change/Problem tickets and SLA status

  • Preparing summary report on all Major incidents occurring during shift

  • Coordinating resources with teams across disciplines to ensure SLA targets are met

  • Coordinating resolution for high priority tickets


  • Experience working in a customer service role

  • Experience working with SLAs

  • Strong time management and communication skills

  • Ability to adapt and prioritize work independently in a dynamic environment

  • Strong interpersonal and presentation skills

  • Experience with supporting high priority tickets

  • Experience with ITSM tool ServiceNow

  • Required Clearance: Candidate must have a Public Trust clearance

  • Experience with desktop environment, local area networks, telephony, voice, mobile phones and apps, and/or video

  • Experience with Microsoft Office365©, Visio, Adobe Acrobat


  • ServiceNow use and reporting experience

  • Experience Automated Call Distribution systems

  • Advanced knowledge of Office365©, Visio and Adobe Acrobat

  • ITIL v3 Foundations certification


• Bachelor s degree and five (5) years’ experience or High School Diploma and 11 years’ experience working with customer technology and support requirements.

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