Job Title: IT Service Desk Queue Specialist Job Location: Hybrid- Des Moines, Iowa, USA. Please ... Monitor, manage, and govern Incident, Service Request, and Task queues within the ServiceDesk Plus ...
Job Title: IT Service Desk Queue Specialist Job Location: Hybrid- Des Moines, Iowa, USA. Please ... Monitor, manage, and govern Incident, Service Request, and Task queues within the ServiceDesk Plus ...
Job Title: IT Service Desk Queue Specialist Job Location: Hybrid- Des Moines, IA. USA. Please note ... Monitor, manage, and govern Incident, Service Request, and Task queues within the ServiceDesk Plus ...
Job Title: IT Service Desk Queue Specialist Job Location: Hybrid- Des Moines, IA. USA. Please note ... Monitor, manage, and govern Incident, Service Request, and Task queues within the ServiceDesk Plus ...
IT Vendor Financials & Contract Manager
Davenport, IA · On-site +1
Monitor KPIs and resolve vendor performance or service quality issues * Lead remediation and escalation management for operational or performance concerns * Manage vendor financial oversight ...
IT Vendor Financials & Contract Manager
Davenport, IA · On-site +1
Monitor KPIs and resolve vendor performance or service quality issues * Lead remediation and escalation management for operational or performance concerns * Manage vendor financial oversight ...
Monitor KPIs and resolve vendor performance or service quality issues * Lead remediation and escalation management for operational or performance concerns * Manage vendor financial oversight ...
Monitor KPIs and resolve vendor performance or service quality issues * Lead remediation and escalation management for operational or performance concerns * Manage vendor financial oversight ...
... IT service level agreements for the user community within the organization. • Make ... Knowledge of systems management, hardware platforms, enterprise software applications, and ...
... IT service level agreements for the user community within the organization. • Make ... Knowledge of systems management, hardware platforms, enterprise software applications, and ...
Manager, IT - Infrastructure
West Des Moines, IA · On-site
$94.13 - $176.50/hr
Exercise leadership influence and direction with her/his team to develop, optimize and manage application and/or infrastructure to attain all IT service level agreements for the user community within ...
Manager, IT - Infrastructure
West Des Moines, IA · On-site
$94.13 - $176.50/hr
Exercise leadership influence and direction with her/his team to develop, optimize and manage application and/or infrastructure to attain all IT service level agreements for the user community within ...
As a member of the LST team, this position provides IT service management and coordinates delivery, customer experience, and support for multiple technology services used in physical spaces ...
New
As a member of the LST team, this position provides IT service management and coordinates delivery, customer experience, and support for multiple technology services used in physical spaces ...
New
As a member of the LST team, this position provides IT service management and coordinates delivery, customer experience, and support for multiple technology services used in physical spaces ...
As a member of the LST team, this position provides IT service management and coordinates delivery, customer experience, and support for multiple technology services used in physical spaces ...
HR Manager - Internship
Waterloo, IA · On-site
ITIL, PRINCE2, MSP, MoR, MoP, P3O, P3M3, MoV 3. Implementation, certification, testing and maintenance of Management systems for the management of quality, IT services and information security ...
HR Manager - Internship
Waterloo, IA · On-site
ITIL, PRINCE2, MSP, MoR, MoP, P3O, P3M3, MoV 3. Implementation, certification, testing and maintenance of Management systems for the management of quality, IT services and information security ...
HR Manager - Internship
Ames, IA · On-site
ITIL, PRINCE2, MSP, MoR, MoP, P3O, P3M3, MoV 3. Implementation, certification, testing and maintenance of Management systems for the management of quality, IT services and information security ...
HR Manager - Internship
Ames, IA · On-site
ITIL, PRINCE2, MSP, MoR, MoP, P3O, P3M3, MoV 3. Implementation, certification, testing and maintenance of Management systems for the management of quality, IT services and information security ...
HR Manager - Internship
Iowa City, IA · On-site
ITIL, PRINCE2, MSP, MoR, MoP, P3O, P3M3, MoV 3. Implementation, certification, testing and maintenance of Management systems for the management of quality, IT services and information security ...
HR Manager - Internship
Iowa City, IA · On-site
ITIL, PRINCE2, MSP, MoR, MoP, P3O, P3M3, MoV 3. Implementation, certification, testing and maintenance of Management systems for the management of quality, IT services and information security ...
... knowledge management initiatives. Key Responsibilities Service Delivery & Operations * Lead daily operations of the IT Service Desk supporting enterprise users globally. * Ensure adherence to ...
... knowledge management initiatives. Key Responsibilities Service Delivery & Operations * Lead daily operations of the IT Service Desk supporting enterprise users globally. * Ensure adherence to ...
IT Service Desk Queue Manager with Security Clearance
Des Moines, IA · On-site
$62K - $65K/yr
The IT Service Desk Queue Manager is responsible for overseeing the daily performance, workflow ... Queue Management & Ticket Governance * Monitor and manage Incident, Service Request, and Task ...
IT Service Desk Queue Manager with Security Clearance
Des Moines, IA · On-site
$62K - $65K/yr
The IT Service Desk Queue Manager is responsible for overseeing the daily performance, workflow ... Queue Management & Ticket Governance * Monitor and manage Incident, Service Request, and Task ...
... Services and IT Asset Management for a full-time opportunity in Des Moines, IA. Qualified ... This role will be responsible for end-to-end service delivery, operational governance ...
... Services and IT Asset Management for a full-time opportunity in Des Moines, IA. Qualified ... This role will be responsible for end-to-end service delivery, operational governance ...
You will play a vital role in fulfillment of IT Service Management (ITSM) processes. You will collaborate with individuals/teams across many areas (e.g., Software Engineering, Security ...
You will play a vital role in fulfillment of IT Service Management (ITSM) processes. You will collaborate with individuals/teams across many areas (e.g., Software Engineering, Security ...
Assistant Vice President, IT Operations
Davenport, IA · On-site
$120 - $150/hr
Position Summary The AVP of IT Operations , reporting to the Chief Information Officer, will be ... Manage relationships with external service providers, ensuring service quality and cost ...
Assistant Vice President, IT Operations
Davenport, IA · On-site
$120 - $150/hr
Position Summary The AVP of IT Operations , reporting to the Chief Information Officer, will be ... Manage relationships with external service providers, ensuring service quality and cost ...
The AVP of IT Operations , reporting to the Chief Information Officer, will be responsible for ... Manage relationships with external service providers, ensuring service quality and cost ...
The AVP of IT Operations , reporting to the Chief Information Officer, will be responsible for ... Manage relationships with external service providers, ensuring service quality and cost ...
The AVP of IT Operations , reporting to the Chief Information Officer, will be responsible for ... Manage relationships with external service providers, ensuring service quality and cost ...
The AVP of IT Operations , reporting to the Chief Information Officer, will be responsible for ... Manage relationships with external service providers, ensuring service quality and cost ...
Assistant Vice President, IT Operations
Davenport, IA · On-site +1
The AVP of IT Operations , reporting to the Chief Information Officer, will be responsible for ... Manage relationships with external service providers, ensuring service quality and cost ...
Assistant Vice President, IT Operations
Davenport, IA · On-site +1
The AVP of IT Operations , reporting to the Chief Information Officer, will be responsible for ... Manage relationships with external service providers, ensuring service quality and cost ...
Project Manager, Information Technology
$96K - $113K/yr
Risk and Issue Management: Proactively identify and escalate risks and issues, communicate impacts ... Prepaid legal services. * Growth potential with a stable, established company investing in ...
Project Manager, Information Technology
$96K - $113K/yr
Risk and Issue Management: Proactively identify and escalate risks and issues, communicate impacts ... Prepaid legal services. * Growth potential with a stable, established company investing in ...
It Service Management Manager information
What is the difference between It Service Management Manager vs Service Desk Manager?
| Aspect | It Service Management Manager | Service Desk Manager |
|---|---|---|
| Responsibilities | Oversees IT service delivery, manages ITSM processes, aligns IT services with business needs | Manages the service desk team, handles user support, ensures ticket resolution efficiency |
| Certifications | ITIL, COBIT, PMP often preferred | ITIL, HDI certifications common |
| Work Environment | Strategic IT department, cross-department collaboration | Help desk or support center, direct user interaction |
| Focus | IT service management processes and strategy | User support and incident resolution |
The It Service Management Manager focuses on overseeing ITSM processes and aligning IT services with business goals, while the Service Desk Manager concentrates on managing support teams and resolving user issues. Both roles require ITIL certifications and involve working within IT departments, but their scope and daily tasks differ significantly.
What job categories do people searching It Service Management Manager jobs in Iowa look for?
The top searched job categories for It Service Management Manager jobs in Iowa are:
Full-time
Medical, Dental, Vision, Life, Retirement, PTO
This job post has expired today. Applications are no longer accepted.
Cognizant rating
7.2
Based on 86 frontline employees who took The Breakroom Quiz
53rd of 72 rated business consultants
Job description
Job Title: IT Service Desk Queue Specialist
Job Location: Hybrid- Des Moines, Iowa, USA.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future
We are seeking an experienced IT Service Desk Queue Specialist to manage and govern ITSM ticket queues within a large-scale enterprise Service Desk environment. The ideal candidate will be responsible for ensuring the efficient management of Incident, Service Request, and Task queues, maintaining SLA compliance, driving operational excellence, and serving as a key escalation point for ticket management activities. This role requires strong expertise in ManageEngine ServiceDesk Plus ITSM, ITIL practices, service desk operations, ticket governance, reporting, and stakeholder communication.
In this role, you will
Queue Management & Ticket Governance
SLA Monitoring & Operational Performance Management
Escalation & Incident Coordination
ServiceDesk Plus Administration & Optimization
Reporting, Analytics & Continuous Improvement
ITIL Process Platform and Compliance
ITSM Platforms
Reporting & Analytics
Operational Governance
What you'll need to succeed (required skills)
Preferred Skills
Applications will be accepted until Aug 21st.
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.
Job Location: Hybrid- Des Moines, Iowa, USA.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future
We are seeking an experienced IT Service Desk Queue Specialist to manage and govern ITSM ticket queues within a large-scale enterprise Service Desk environment. The ideal candidate will be responsible for ensuring the efficient management of Incident, Service Request, and Task queues, maintaining SLA compliance, driving operational excellence, and serving as a key escalation point for ticket management activities. This role requires strong expertise in ManageEngine ServiceDesk Plus ITSM, ITIL practices, service desk operations, ticket governance, reporting, and stakeholder communication.
In this role, you will
Queue Management & Ticket Governance
- Monitor, manage, and govern Incident, Service Request, and Task queues within the ServiceDesk Plus ITSM platform.
- Ensure tickets are appropriately categorized, prioritized, assigned, and routed according to defined support processes and service workflows.
- Proactively monitor queue health, identifying aging tickets, backlog risks, unresolved incidents, and potential SLA breaches.
- Conduct regular queue reviews and drive timely ticket progression through all stages of the incident and request lifecycle.
- Balance workload across Service Desk analysts and support teams to ensure optimal resource utilization.
- Validate ticket quality by ensuring accurate documentation, work notes, resolution details, categorization, and closure codes.
- Ensure compliance with organizational ticket management standards, governance controls, and audit requirements.
- Drive continuous queue optimization initiatives to improve efficiency and reduce resolution times.
SLA Monitoring & Operational Performance Management
- Monitor and track SLA compliance across all service desk queues and service categories.
- Take proactive actions to prevent SLA breaches through queue reviews, escalations, and workload balancing.
- Analyze operational metrics and service trends to identify areas requiring improvement.
- Track and report key performance indicators (KPIs), including:
- First Contact Resolution (FCR)
- Mean Time to Respond (MTTR)
- Mean Time to Resolve
- SLA Compliance
- Ticket Aging
- Backlog Volumes
- Reopened Tickets
- Escalation Rates
- Queue Throughput
- Generate and distribute daily, weekly, and monthly operational reports and dashboards.
- Conduct trend analysis to identify recurring incidents, service disruptions, and process improvement opportunities.
- Support management reviews through detailed reporting and service insights.
Escalation & Incident Coordination
- Serve as the primary operational escalation point for ticket queue management issues.
- Coordinate ticket resolution activities across:
- Service Desk Teams
- Infrastructure Support
- Network Operations
- Cybersecurity Teams
- Application Support Groups
- Vendor Management Teams
- Expedite resolution of Priority 1 (P1) and Priority 2 (P2) incidents and business-critical requests.
- Facilitate stakeholder communications during major incidents and service disruptions.
- Ensure escalations follow established ITIL Incident Management and Major Incident Management procedures.
- Participate in bridge calls and incident reviews for high-severity incidents.
- Support Root Cause Analysis (RCA) activities and service restoration efforts.
ServiceDesk Plus Administration & Optimization
- Administer queue configurations, assignment groups, business rules, categories, templates, workflows, and notification settings within ServiceDesk Plus.
- Monitor and optimize ticket routing logic and workflow automation capabilities.
- Support ITSM platform enhancements, process improvements, and automation initiatives.
- Collaborate with ITSM administrators and platform owners to improve:
- SLA Policies
- Queue Structures
- Workflow Automation
- Reporting Frameworks
- Ticket Classification Models
- Leverage ServiceDesk Plus dashboards and analytics to improve operational visibility and service performance.
- Assist in testing and deployment of new ServiceDesk Plus enhancements and upgrades.
Reporting, Analytics & Continuous Improvement
- Develop operational dashboards and executive reports using Excel, Power BI, and ServiceDesk Plus reporting capabilities.
- Analyze ticket trends, service performance, workload patterns, and customer experience metrics.
- Identify recurring issues and support Problem Management initiatives.
- Recommend service improvements, process enhancements, and automation opportunities.
- Support knowledge management initiatives designed to improve First Contact Resolution and reduce ticket volumes.
- Contribute to Continuous Service Improvement (CSI) programs and operational transformation initiatives.
ITIL Process Platform and Compliance
- Ensure adherence to ITIL best practices and organizational ITSM governance standards.
- Support Incident, Request, Problem, Knowledge, and Change Management processes.
- Maintain documentation, standard operating procedures, workflow guides, and operational runbooks.
- Participate in process audits, reviews, and compliance assessments.
- Assist management in implementing operational dashboards and governance mechanisms.
ITSM Platforms
- ManageEngine ServiceDesk Plus
- ServiceDesk Plus Administration
- ITSM Ticket Lifecycle Management
- Workflow Design & Automation
- Queue Management
Reporting & Analytics
- Service Desk KPI Reporting
- Operational Dashboard Development
- Service Desk Analytics
- Trend Analysis
- Microsoft Excel (Advanced)
- Power BI
Operational Governance
- Ticket Quality Assurance
- Queue Governance
- Service Reviews
- Process Compliance
- Continuous Service Improvement
What you'll need to succeed (required skills)
- Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience.
- 5-8+ years of experience supporting enterprise Service Desk and ITSM operations.
- Minimum 3+ years of hands-on experience managing ticket queues in ManageEngine ServiceDesk Plus or a similar ITSM platform.
- Strong understanding of ITIL service management processes and operational governance.
- Experience working in managed services, outsourcing, public-sector, or large enterprise environments.
- Demonstrated experience managing SLA-driven support operations.
- Strong analytical, troubleshooting, and problem-solving capabilities.
- Excellent written, verbal, and stakeholder communication skills.
Preferred Skills
- Experience supporting public-sector or government clients.
- Experience in large-scale managed services environments supporting 5,000+ users.
- Exposure to service automation and workflow orchestration initiatives.
Applications will be accepted until Aug 21st.
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.
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