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Queue Manager Jobs in Washington (NOW HIRING)

Synergy ECP

Queue Manager

Columbia, MD · On-site

Queue Manager schedule is as follows: * Day 1: Sun-Thurs, 0600-1430 * Day 2: Tues-Sat, 0600-1430 * Swing 1: Sun-Thurs, 1400-2230 * Swing 2: Tues-Sat, 1400-2230 * Night 1: Sun-Thurs, 2200-0630 * Night ...

Synergy ECP

Queue Manager

Columbia, MD

Queue Manager schedule is as follows: * Day 1: Sun-Thurs, 0600-1430 * Day 2: Tues-Sat, 0600-1430 * Swing 1: Sun-Thurs, 1400-2230 * Swing 2: Tues-Sat, 1400-2230 * Night 1: Sun-Thurs, 2200-0630 * Night ...

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How much do queue manager jobs pay per hour?

As of Jun 29, 2026, the average hourly pay for queue manager in Washington is $24.08, according to ZipRecruiter salary data. Most workers in this role earn between $19.62 and $23.94 per hour, depending on experience, location, and employer.

What is a Queue Manager?

A Queue Manager is a professional responsible for overseeing and managing the flow of people, tasks, or messages in various environments, such as customer service centers, events, or IT systems. In the context of IT, a Queue Manager often refers to software that handles the communication between different applications by managing message queues, ensuring data is delivered reliably and in order. In customer-facing roles, a Queue Manager organizes waiting lines, minimizes wait times, and enhances customer experience. The specific duties can vary depending on the industry, but the core responsibility is to keep processes running smoothly and efficiently.

What are the key skills and qualifications needed to thrive as a Queue Manager, and why are they important?

To thrive as a Queue Manager, you need strong organizational skills, experience in customer service or operations, and often a background in business administration or hospitality. Familiarity with queue management systems, scheduling software, and sometimes CRM tools is typically required. Excellent communication, problem-solving abilities, and patience are crucial soft skills for handling high-traffic situations and ensuring customer satisfaction. These skills are important because they enable efficient crowd flow, minimize wait times, and create a positive experience for both customers and staff.

What are some common challenges Queue Managers face, and how can they effectively address them?

Queue Managers often encounter challenges such as balancing fluctuating customer volumes, managing wait times, and coordinating with multiple teams to maintain service efficiency. Effective communication, adaptability, and proactive monitoring of queue systems are essential to address these issues. By using data analytics to forecast busy periods and collaborating closely with staff, Queue Managers can optimize resource allocation and enhance the customer experience. Staying calm under pressure and implementing continuous process improvements also contribute to successful queue management.
What are the most commonly searched types of Queue jobs in Washington? The most popular types of Queue jobs in Washington are:
What are popular job titles related to Queue Manager jobs in Washington? For Queue Manager jobs in Washington, the most frequently searched job titles are:
What job categories do people searching Queue Manager jobs in Washington look for? The top searched job categories for Queue Manager jobs in Washington are:
What cities in Washington are hiring for Queue Manager jobs? Cities in Washington with the most Queue Manager job openings:
Queue Manager jobs near you
Queue Manager

Queue Manager

Synergy ECP

Columbia, MD • On-site

Full-time

Posted 3 days ago

Key responsibilities

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

  • Coordinate tickets that cross organizational boundaries and facilitate resource allocation to ensure customer satisfaction and SLA targets are met.

  • Prepare daily and summary reports on incident, change, problem tickets, and SLA status.

Job description

Company Information:
Synergy ECP is a Service Disabled Veteran-Owned Small Business SD(VOSB) that was formed in July 2007 with Headquarters in Columbia, MD and is made up of talented, dedicated staff to provide a broad range of services to the defense, intelligence and health care industries.
In an ultra-competitive environment, Synergy ECP has thrived by adhering to our name, making sure excellence is displayed by our Employees, to our Customers and by Improving Performance (ECP).
It's what sets us apart, enabling us to be an autonomous yet agile business that delivers huge results - showing we're ready to meet our customers' evolving demands.
Synergy ECP has earned a client list that includes numerous Fortune 100 companies, in addition to multiple branches of the US government and military services.
Synergy ECP is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected class.
Clearance Required: TS/SCI
Other Requirements: U.S. Citizenship
Description:
As part of a 24x7 Service Desk, performing 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.
Responsibilities include:
1.Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
2.Monitoring queues to ensure SLAs are maintained.
3.Assigning the tickets which are out of scope to Service Desk/Other Teams
4.Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
5.Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
6.Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
7.Preparing daily reports on Incidents/Change/Problem tickets and SLA status
8.Preparing summary report on all Major incidents occurring on shift
9.Coordinating resources with teams across disciplines to ensure SLA targets are met
10. Coordinating resolution for high priority tickets
Required Skills, Experience, and Education: Bachelor's degree and three (3) years' experience or an Associate's degree and five (5) years' experience working with customer technology and support requirements.
  1. Experience working with SLAs
  2. Strong time management and communication skills
  3. Ability to adapt and prioritize work independently in a dynamic environment
  4. Strong interpersonal and presentation skills
  5. Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
  6. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
  7. Experience working in a customer service role desired
  8. Experience with supporting high priority tickets
Required Clearance: Candidate must have a TS/SCI
Desired: ITIL v3 Foundations certification desired. Queue Manager schedule is as follows:
  • Day 1: Sun-Thurs, 0600-1430
  • Day 2: Tues-Sat, 0600-1430
  • Swing 1: Sun-Thurs, 1400-2230
  • Swing 2: Tues-Sat, 1400-2230
  • Night 1: Sun-Thurs, 2200-0630
  • Night 2: Tues-Sat, 2200-0630
  • Weekdays: Mon-Fri, 0700-1530

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