Posted today
Public Trust
Unspecified
Unspecified
IT - Support
Remote/Hybrid• (Off-Site/Hybrid)
Help Desk Queue Manager
Location Remote
Job Code 26-040
# of Openings 1
At Technatomy, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's success. We provide solutions to agencies and entities including the Department of Veterans Affairs, Department of Defense, Defense Logistics Agency, National Institute of Health, and more. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
If this sounds like an environment where you can thrive, keep reading !
We are seeking an experienced Help Desk Queue Manager to oversee Collaboration Services support operations within a large Federal Microsoft 365 enterprise environment under the Enterprise Messaging, Collaboration, Authentication, and Office 365 (EMCAO) program. This role manages Microsoft 365 Collaboration Services ticket queues supporting core applications, ancillary applications, and eDiscovery. Operating at the Tier III level, the Help Desk Queue Manager ensures effective ticket prioritization, workload distribution, escalation management, incident response coordination, and adherence to established service level performance standards within a 24x7x365 operational environment.
DUTIES AND RESPONSIBILITIES:
KNOWLEDGE AND SKILLS REQUIRED:
KNOWLEDGE AND SKILLS DESIRED:
EDUCATION:
CLEARANCE:
WORK LOCATION:
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
This position requires U.S. citizenship or Greencard .
This position is contingent upon contract award.
Technatomy Corporation is an Equal Opportunity Employer. It is the policy of Technatomy Corporation to afford equal employment opportunity regardless of race, color, religion, national origin, sex, age, marital status, disability or veteran status, or any other status protected by applicable law.
Location Remote
Job Code 26-040
# of Openings 1
At Technatomy, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's success. We provide solutions to agencies and entities including the Department of Veterans Affairs, Department of Defense, Defense Logistics Agency, National Institute of Health, and more. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
If this sounds like an environment where you can thrive, keep reading !
We are seeking an experienced Help Desk Queue Manager to oversee Collaboration Services support operations within a large Federal Microsoft 365 enterprise environment under the Enterprise Messaging, Collaboration, Authentication, and Office 365 (EMCAO) program. This role manages Microsoft 365 Collaboration Services ticket queues supporting core applications, ancillary applications, and eDiscovery. Operating at the Tier III level, the Help Desk Queue Manager ensures effective ticket prioritization, workload distribution, escalation management, incident response coordination, and adherence to established service level performance standards within a 24x7x365 operational environment.
DUTIES AND RESPONSIBILITIES:
- Manage daily operations of Collaboration Services ticket queues within ServiceNow.
- Ensure accurate prioritization and assignment of tickets based on business impact and urgency to meet defined response and resolution targets.
- Maintain adherence to service level performance standards, ensuring rapid engagement for mission-impacting issues and timely restoration of services.
- Coordinate response for high-impact and critical incidents, ensuring proper communication, visibility, and technical escalation when required.
- Monitor queue health, ticket aging, and backlog trends to proactively prevent SLA degradation.
- Escalate complex or high-severity issues to appropriate technical resources to maintain service objectives and minimize operational disruption.
- Oversee incident lifecycle management from intake through resolution, ensuring documentation accuracy and audit readiness.
- Develop, document, and maintain Standard Operating Procedures (SOPs) outlining ticket management workflows and resolution processes.
- Review and update SOP documentation regularly to reflect operational, technical, and process changes.
- Provide operational reporting and performance analysis to leadership, identifying trends and recommending service improvements.
- Drive continuous improvement initiatives to enhance responsiveness, efficiency, and overall service quality across Collaboration Services.
KNOWLEDGE AND SKILLS REQUIRED:
- 4+ years of relevant IT experience supporting enterprise service desk or help desk operations.
- Experience managing SLA-driven ticket queues within an enterprise IT environment.
- Experience supporting Microsoft 365 enterprise environments.
- Experience coordinating high-priority and critical incident response activities.
- Strong analytical, organizational, documentation, and communication skills.
KNOWLEDGE AND SKILLS DESIRED:
- Experience working with Federal agencies, particularly the Department of Veterans Affairs, is a plus.
- Experience with ServiceNow.
- Familiarity with ITIL-based incident , problem , and service management practices.
- Experience developing operational dashboards and SLA performance metrics.
EDUCATION:
- Bachelor's degree in Computer Science , Engineering, or a related discipline, or equivalent experience.
CLEARANCE:
- Must be able to obtain and maintain a Public Trust clearance.
WORK LOCATION:
- Remote
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
This position requires U.S. citizenship or Greencard .
This position is contingent upon contract award.
Technatomy Corporation is an Equal Opportunity Employer. It is the policy of Technatomy Corporation to afford equal employment opportunity regardless of race, color, religion, national origin, sex, age, marital status, disability or veteran status, or any other status protected by applicable law.
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