We are seeking an IT Operations Queue Manager to join a high-visibility Medicaid Technology Operations team. This role will act as a key extension of leadership, partnering directly with senior management to drive operational excellence across incident and service management processes.

This is not a traditional queue management role. We’re looking for someone who can own operational workflows, build reporting and dashboards, and bring structure and insights to a high-volume support environment.

You’ll work closely with leadership, engineering teams, and business stakeholders to improve how work is tracked, prioritized, and delivered.

What You’ll Be Doing

Own and manage operational queues within ServiceNow, ensuring proper prioritization, routing, and SLA adherence
Monitor and reduce backlog, including aging tickets, unassigned work, and SLA risks
Drive improvements in ticket quality, documentation, and overall queue hygiene
Build and maintain operational dashboards, reports, and metrics within ServiceNow
Analyze trends, identify systemic issues, and recommend process improvements
Present weekly/monthly reporting to leadership and business stakeholders
Act as a point of contact for escalations, SLA breaches, and critical incidents
Partner with operations and engineering teams to improve workflows and delivery
Support on-call coordination and alerting processes (xMatters, PagerDuty, etc.)
Contribute to broader operational maturity, including automation and process improvement initiatives

What We’re Looking For

Experience working in IT Operations, Service Management, or similar environments
Strong understanding of incident, problem, and change management processes
Hands-on experience with ServiceNow, including reporting, dashboards, and queue management
Experience managing high-volume ticket environments with strong prioritization skills
Ability to track and report on key metrics such as SLA compliance, MTTR, and backlog trends
Strong communication skills with the ability to interact with leadership and business stakeholders
Proven ability to operate in a lead or senior-level capacity within an operations team

Nice to Have

Experience with Power BI for advanced reporting and visualization
Experience with Excel-based reporting and executive-level summaries
Familiarity with alerting/on-call tools such as xMatters, PagerDuty, or Opsgenie
Experience working with or improving knowledge management and process documentation
Exposure to automation or AI-driven process improvements
Experience managing or enhancing SharePoint for team or business-facing content

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IT Queue Manager (ServiceNow | Metrics | Reporting)

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