IT Service Desk Queue Manager

Overview

Manage IT service desk tickets, ensuring compliance and efficient support for ~1,500 staff.

Key Responsibilities

• ticket management
• queue prioritization
• kpi monitoring
• report generation
• escalation management
• compliance support

Tasks

-Collaborate with Service Desk leadership to ensure that ticket management practices support audit readiness, documentation quality, and compliance with internal procedures (e.g., NQA-1, ISO, or other applicable standards). -Manage and prioritize the IT service desk queue, ensuring efficient triage, categorization, and assignment of tickets covering hardware, software, HPC (High Performance Computing), and information security support. -Assess and interpret complex or incomplete requests, applying strong analytical and reading comprehension skills to determine intent and assign appropriately. -Generate and interpret reports on queue performance, identifying areas for process improvement and communicating trends to leadership. -Work closely with project managers and technical leads to forecast and allocate support resources for time-sensitive initiatives. -Maintain queue hygiene by enforcing standards for ticket categorization, prioritization, and closure documentation. -Balance competing priorities across compliance-driven operational work, project deadlines, and end-user support needs, ensuring alignment with enterprise objectives. -Support escalation management, ensuring critical or compliance-sensitive issues are promptly routed and tracked to resolution. -Monitor key performance indicators (KPIs) including ticket volume, aging, SLA adherence, and team workload distribution; rebalance queues dynamically to maintain responsiveness. -Ensure consistent communication across IT, management, and other support organizations to provide transparency on queue status, trends, and bottlenecks.

Requirements

• itil
• servicenow
• bachelor's
• 3+ years
• regulated
• communication

What You Bring

-ITIL certification v3 or v4. -Proven analytical skills and experience using metrics and reports to guide operational decisions. -Experience in regulated industries (e.g., nuclear, energy, aerospace, or federal contracting). -Demonstrated ability to interpret and prioritize requests within a complex and compliance-bound IT environment. -Experience supporting teams operating under NQA-1 or similar quality frameworks. -Travel required: 0-10% -Motor Abilities: Sitting and/or standing for extended periods, bending/stooping, grasping/gripping, fine motor control (hands) -Work Conditions: Stairs, typing/keyboard, standard and/or sitting working environment of >8 hrs./day -Understanding of ITIL service management best practices. -Special Senses: Visual and audio focused work -Strong written and verbal communication skills, with attention to clarity, accuracy, and context. -Proficiency with ITSM platforms such as Jira Service Management, ServiceNow, etc. -Ability to adapt to a fast-paced environment supporting multiple concurrent projects and business priorities. -Bachelor's degree in information technology, Computer Science, or a related field. -3+ years of experience in IT Service Desk operations, queue management, or support coordination. -Physical exertion and/or requirements: Minimal, with ability to safely lift up to 25 pounds

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Benefits

-Professional and Educational Support Opportunities -Relocation Assistance -Competitive Compensation -We typically place offers in the lower to middle portion of the range to maintain internal equity and allow room for growth. Any salary offered within the posted salary band is based on market data and commensurate with the selected individual’s qualifications experience. This range is specific to Washington State. -Salary, eligible to participate in discretionary short-term incentive payments -Flexible Work Schedule -401k Plan -Generous Holiday Schedule -Comprehensive Medical and Wellness Benefits for family or individual -Generous Paid Time Off (PTO)

About Terrapower

-Founded with a vision to revolutionize the nuclear energy sector and reduce global carbon emissions. -Develops advanced nuclear reactors, such as Natrium, designed for clean, safe, and efficient energy generation. -Focused on utilizing next-generation technology to solve the world’s energy challenges sustainably. -Pioneers in the use of innovative fuel designs, including Natrium’s molten salt technology. -Natrium reactor design offers unique features, like the ability to integrate with renewable energy sources. -Supported by top-tier investors, including Bill Gates and Warren Buffett, to accelerate energy transition. -Aims to deploy advanced nuclear reactors globally, contributing to a low-carbon future. -Combines decades of expertise in nuclear engineering with cutting-edge technology to ensure safety and performance. -Recent partnerships with governments and private sectors to bring next-gen nuclear solutions to market.

Sector Specialisms