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Ticket Queue Manager Jobs (NOW HIRING)

IdeaTek

Ticket Queue Project Coordinator

Wichita, KS · On-site

A Day in the Life as a Ticket Project Coordinator The Ticket Project Coordinator at IdeaTek is an ... Exceptional organizational skills and the bandwidth to manage high-volume workstreams without ...

IdeaTek

Ticket Queue Project Coordinator

Buhler, KS · On-site

A Day in the Life as a Ticket Project Coordinator The Ticket Project Coordinator at IdeaTek is an ... Exceptional organizational skills and the bandwidth to manage high-volume workstreams without ...

Ideatek

Ticket Queue Project Coordinator

Wichita, KS · On-site

A Day in the Life as a Ticket Project Coordinator The Ticket Project Coordinator at IdeaTek is an ... Exceptional organizational skills and the bandwidth to manage high-volume workstreams without ...

Ideatek

Ticket Queue Project Coordinator

Buhler, KS · On-site

A Day in the Life as a Ticket Project Coordinator The Ticket Project Coordinator at IdeaTek is an ... Exceptional organizational skills and the bandwidth to manage high-volume workstreams without ...

Synergy ECP

Queue Manager

Columbia, MD · On-site

As part of a 24x7 Service Desk, performing the activities associated with the management of ticket ... Queue Manager schedule is as follows: * Day 1: Sun-Thurs, 0600-1430 * Day 2: Tues-Sat, 0600-1430

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How much do ticket queue manager jobs pay per hour?

As of Sep 11, 2026, the average hourly pay for ticket queue manager in the United States is $22.41, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $26.44 per hour, depending on experience, location, and employer.

What is a ticket queue manager?

Ticket Queue Managers are professionals responsible for overseeing and organizing support or service requests (tickets) within a company's ticketing system. They prioritize, assign, and track tickets to ensure timely resolution and maintain workflow efficiency. Their role often includes monitoring ticket statuses, redistributing workloads, and ensuring customer satisfaction by minimizing response and resolution times. Ticket Queue Managers play a crucial role in IT support, customer service, and help desk environments.

What are the key skills and qualifications needed to thrive as a ticket queue manager, and why are they important?

To thrive as a Ticket Queue Manager, you need strong organizational skills, attention to detail, and experience in customer service or IT support, often supported by relevant certifications such as ITIL. Familiarity with ticketing systems like Zendesk, Jira, or ServiceNow is crucial for managing and prioritizing support requests efficiently. Excellent communication, problem-solving abilities, and the capacity to work under pressure are standout soft skills in this role. These skills are vital to ensure timely resolution of issues, maintain high customer satisfaction, and optimize team workflow in a dynamic environment.

What are some common challenges faced by ticket queue managers, and how can they be addressed?

Ticket Queue Managers often face challenges such as balancing high ticket volumes, prioritizing urgent requests, and ensuring timely resolution. Effective time management and strong communication with both the support team and stakeholders are essential for keeping queues organized and customers satisfied. Implementing clear escalation protocols and using automation tools can also help streamline workflows and reduce bottlenecks. Regular training and feedback sessions with the team further improve efficiency and service quality.

What cities are hiring for Ticket Queue Manager jobs?

Cities with the most Ticket Queue Manager job openings:

What states have the most Ticket Queue Manager jobs?

States with the most job openings for Ticket Queue Manager jobs include:

What are popular job titles related to Ticket Queue Manager jobs?

For Ticket Queue Manager jobs, the most frequently searched job titles are:

Infographic showing various Ticket Queue Manager job openings in the United States as of September 2026, with employment types broken down into 86% Full Time, 13% Part Time, and 1% Contract. Highlights an 86% Physical, 2% Hybrid, and 12% Remote job distribution, with an average salary of $46,618 per year, or $22.4 per hour.

Deputy Project Manager/Desktop Technician Manager/Queue Manager

Rockville, MD • On-site

Ardent
See more jobs at Ardentexternal

Full-time

This job post has expired 1 day ago. Applications are no longer accepted.

Key responsibilities

  • Support the Project Manager in managing day-to-day desktop support operations.

  • Serve as the primary lead for the ServiceNow ticket queue, including triage, routing, assignment, and closure oversight.

  • Schedule and distribute workload across Tier 1 and Tier 2 technicians based on skillsets, availability, and SLA priorities.

Job description

Why do you need to choose between doing important work and having a fulfilling life? At Ardent, we have both. Ardent employees are committed to solving our customers' most difficult problems-and we are committed to the well-being, personal goals, and professional development of our employee. We are "All In." We put forth our strongest effort possible to get the mission accomplished and we do it together. We respect the skills and experience you bring to the Ardent team. And we provide a rewarding environment to help you succeed. 

We offer highly competitive benefits, professional development opportunities, and an exceptional culture that embraces flexibility, innovation, collaboration, and career growth. A collective service mindset underpins our work, and a shared camaraderie to serve clients, colleagues and our communities set us apart. Our full commitment to being "All In" for our employees and our clients is not just our approach, it is our standard. If this sounds like the perfect fit for you, choose Ardent and make a difference with us. 

Ardent is seeking a Deputy Project Manager / Desktop Technician Manager / Queue Manager to join our team.  

This is an on-site position in Rockville, MD.

Position Description:

Ardent is seeking a Deputy Project Manager / Desktop Technician Manager / Queue Manager to join our dynamic team. In this role, you will support daily IT operations by overseeing desktop support teams and managing the ServiceNow ticket queue. You will ensure efficient workload distribution, SLA adherence, and continuous visibility into ticket performance while serving as a backup to the Project Manager.

Responsibilities and Duties:

  • Support the Project Manager in managing day-to-day desktop support operations.
  • Serve as the primary lead for the ServiceNow ticket queue, including triage, routing, assignment, and closure oversight.
  • Schedule and distribute workload across Tier 1 and Tier 2 technicians based on skillsets, availability, and SLA priorities.
  • Monitor SLA response and resolution metrics; proactively escalate risks to prevent breaches.
  • Provide operational oversight and guidance to desktop support technicians to ensure service quality and consistency.
  • Act as Project Manager during absences, ensuring continuity of operations and decision-making.
  • Prepare weekly reporting, including ticket summaries, backlog status, and trend analysis for leadership presentations.
  • Coordinate staffing coverage across shifts, including planned absences and surge support requirements.

Requirements: 

  • Bachelor's degree in Information Technology, Computer Science, or related field (or Associate's degree with equivalent experience).
  • Minimum of 5 years of IT operations management experience.
  • At least 3 years of supervisory, team lead, or queue management experience.
  • Hands-on experience with ServiceNow administration and ITSM processes (incident, request, and problem management).
  • Strong understanding of SLA management, ticket prioritization, and service delivery metrics.
  • Demonstrated ability to lead teams, manage competing priorities, and operate in a fast-paced environment.
  • ITIL Foundation certification.
  • Active Public Trust clearance (or ability to obtain).

Preferred Qualifications: 

  • ServiceNow Certified System Administrator.
  • CompTIA A+ or Network+.
  • Experience supporting federal or enterprise IT service desk environments.

Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process. We highly encourage all Veterans and those with disabilities to apply.

Ardent is an equal opportunity employer. We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression, or any other basis protected by state, local, or federal law.

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