IT Service Desk Queue Specialist

About the Position

Job Title: IT Service Desk Queue Specialist

Job Location: Hybrid - Des Moines, IA, 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. The successful candidate will work closely with Service Desk analysts, resolver groups, infrastructure teams, application teams, and business stakeholders to ensure service delivery objectives are consistently achieved.

Responsibilities

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 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.

Requirements

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.
• Knowledge of ServiceNow, Jira Service Management, or other ITSM platforms.
• Familiarity with PowerShell, scripting, or automation tools.
• Experience with KPI reporting and executive-level dashboard development.

We Offer

• 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

About the Company

コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください.

雇用に関する追加情報

本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。

応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。

Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。