IT Queue Manager II (JSF)
Read straight from AMERICAN SYSTEMS's careers page, verified 1d ago.Seekless can tailor your résumé to it.
Seekless can write your résumé for this posting first.
Before you apply
Salary$65k – $90k
LocationArlington, VA, US
Work moderemote · United States
Typefull-time
SeniorityMid
Experience5–8 yrs
DepartmentIT / Cyber Security / Network Systems
Company size1,001–5,000 people
PostedOct 14, 2026 · 3w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Active Secret clearance with ability to obtain Top Secret with SCI eligibility
CompTIA Security+ CE or other 8570 environment relevant certification
5–8 years experience in IT support, service desk, queue management, incident management, or IT operations
Experience with IT ticket management system (Helix, ServiceNow, Zendesk, or similar)
Experience managing high-volume queues, routing tickets, and following through on escalations
Experience communicating with customers and internal teams
Strong communication, organization, and attention to detail
Ability to manage competing priorities and remain responsive in a fast-paced environment
Strong follow-through to prevent SLA misses
Comfort using ticket data to identify trends and improve service delivery
Bachelor's degree in Computer Science, Information Technology, Business Administration, or Information Systems Management
U.S. citizen
Skills
Helix
BMC Remedy
ServiceNow
Zendesk
Benefits
Healthcare benefits
Paid leave
Retirement plans
Insurance programs
Education training assistance
Overview
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
**An Average DAy:**As the IT Queue Manager Level II you will support the daily flow of incoming customer requests by reviewing, prioritizing, and routing account and data transfer paperwork to the appropriate teams. You will also 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. Additionally, in this position you will:
•
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
•
As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)©.
•
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 detail.
•
Ability to manage competing priorities and remain responsive in a fast-paced remote environment.
•
Strong follow-through to keep tickets moving and prevent SLA misses.
•
Comfort using ticket data to identify trends, escalate issues, and improve service delivery.
Pay Transparency Statement
AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $65,000.00/Yr. - USD $90,000/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.
EEO Statement
EEO Race/Sex/Disability Status/Veteran Status