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Queue Manager Jobs in Springfield, VA (NOW HIRING)

AMERICAN SYSTEMS

IT Queue Manager II

Manassas, VA · On-site

$58K - $90K/yr

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.

AMERICAN SYSTEMS

IT Queue Manager II

Manassas, VA · On-site

$58K - $90K/yr

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.

ASM Research

Swing Shift Supervisor

Reston, VA · On-site

$15.75 - $20/hr

Queue Management / Incident Resolution * Facilitate Shift Handoff Calls and report on shift activities. Provide updates to the oncoming shift and their supervisor. * Monitor communications and ...

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How much do queue manager jobs pay per hour?

As of Aug 11, 2026, the average hourly pay for queue manager in Springfield, VA is $22.21, according to ZipRecruiter salary data. Most workers in this role earn between $18.08 and $22.12 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 popular job titles related to Queue Manager jobs in Springfield, VA? For Queue Manager jobs in Springfield, VA, the most frequently searched job titles are:
What job categories do people searching Queue Manager jobs in Springfield, VA look for? The top searched job categories for Queue Manager jobs in Springfield, VA are:
What cities near Springfield, VA are hiring for Queue Manager jobs? Cities near Springfield, VA with the most Queue Manager job openings:
Queue Manager jobs near you
Infographic showing various Queue Manager job openings in Springfield, VA as of August 2026, with employment types broken down into 91% Full Time, and 9% Contract. Highlights an 100% In-person job distribution, with an average salary of $46,196 per year, or $22.2 per hour.

IT Queue Manager II

AMERICAN SYSTEMS

Manassas, VA • On-site

$58K - $90K/yr

Full-time

Medical, Retirement, PTO

Posted 22 days ago

Job description

Overview
Now Hiring at AMERICAN SYSTEMS
Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development.
Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success.
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)(C).
  • 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 $58,000.00/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

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