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Remedy Queue Manager Jobs (NOW HIRING)

Synergy ECP

Queue Manager

Columbia, MD · On-site

Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required ... Queue Manager schedule is as follows: * Day 1: Sun-Thurs, 0600-1430 * Day 2: Tues-Sat, 0600-1430

Synergy ECP

Queue Manager

Columbia, MD · On-site

Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required ... Queue Manager schedule is as follows: * Day 1: Sun-Thurs, 0600-1430 * Day 2: Tues-Sat, 0600-1430

Mavis Tire Supply

Help Desk Dispatcher

White Plains, NY · On-site

$41K - $52K/yr

Evaluate the urgency and business impact of issues to accurately prioritize and categorize tickets within the ITSM platform (e.g., ConnectWise, ServiceNow, Remedy). * Queue Management: actively ...

Staffingine LLC

Service Desk Engineer

Scottsdale, AZ · On-site

Handle queue management efficiently and ensure SLAs are met. * Participate in Major Incident ... ServiceNow, Remedy (or similar ITSM tools) Nice to Have: * Mobile Device Management (MDM ...

Mano Lani

Systems Engineer / Planner

Quantico, VA · On-site

$55K - $64K/yr

... Remedy/E-ITSM queue management and task tracking workflows Experience supporting DoD PKI PMO working groups or certificate policy review processes Security: Requires the applicant to possess and ...

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How much do remedy queue manager jobs pay per year?

As of Jun 4, 2026, the average yearly pay for remedy queue manager in the United States is $97,136.00, according to ZipRecruiter salary data. Most workers in this role earn between $80,000.00 and $108,500.00 per year, depending on experience, location, and employer.

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

To thrive as a Remedy Queue Manager, you need a solid understanding of IT service management (ITSM) principles, incident management processes, and experience with the BMC Remedy platform, often supported by ITIL certification. Familiarity with ticketing systems, workflow automation tools, and reporting dashboards is critical for monitoring and managing service requests efficiently. Strong organizational skills, attention to detail, and effective communication are essential soft skills for prioritizing tasks and collaborating with technical teams. These competencies ensure timely issue resolution, consistent service delivery, and optimal system performance within IT operations.

How does a Remedy Queue Manager typically collaborate with IT support teams to ensure timely resolution of incidents and requests?

A Remedy Queue Manager works closely with IT support teams by monitoring ticket queues, prioritizing urgent issues, and assigning tasks based on team members’ expertise and workload. They facilitate regular communication between team members, escalate critical incidents when necessary, and provide timely updates to stakeholders. This collaborative approach helps ensure that incidents and service requests are resolved efficiently, reducing downtime and improving overall service quality.

What is a Remedy Queue Manager?

A Remedy Queue Manager is a professional responsible for overseeing and managing the ticket queues within the BMC Remedy IT Service Management system. Their primary duties involve monitoring incoming incidents and service requests, assigning tickets to the appropriate teams or individuals, ensuring timely resolution, and maintaining service level agreements (SLAs). They also analyze queue performance, generate reports, and help streamline IT support processes. The Remedy Queue Manager plays a crucial role in optimizing the efficiency of IT support operations and enhancing customer satisfaction.

What is the difference between Remedy Queue Manager vs Remedy System Analyst?

AspectRemedy Queue ManagerRemedy System Analyst
Required CredentialsIT certifications, Remedy certificationsIT certifications, Remedy certifications, analytical skills
Work EnvironmentIT support teams, help desk, incident managementIT departments, project teams, system analysis
Employer & Industry UsageIT service management, large enterprisesIT service management, consulting firms
Common Search & ComparisonFocuses on queue management and incident handlingFocuses on system analysis and process improvement

The Remedy Queue Manager primarily handles incident queues, ensuring timely resolution and managing ticket flow within IT support teams. In contrast, the Remedy System Analyst focuses on analyzing and improving IT service processes, often working on system configurations and enhancements. While both roles require Remedy certifications and IT knowledge, the Queue Manager emphasizes operational support, whereas the System Analyst emphasizes system analysis and optimization.

What cities are hiring for Remedy Queue Manager jobs? Cities with the most Remedy Queue Manager job openings:
Infographic showing various Remedy Queue Manager job openings in the United States as of May 2026, with employment types broken down into 2% Full Time, 95% Part Time, and 3% Temporary. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $97,136 per year, or $46.7 per hour.
Queue Manager

Queue Manager

Synergy ECP

Columbia, MD • On-site

Full-time

Posted 8 days ago

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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