Queue Manager

The Queue Manager is responsible for overseeing the effective flow, prioritisation and resolution of tickets across the IT managed service operation, ensuring work is managed in line with ITIL practices. This new role supports service stability and customer satisfaction by maintaining queue health, improving process adherence, coordinating escalations and driving timely resolution of incidents and service requests.

What you’ll be doing

• Monitor and manage service queues to ensure incidents, requests and tasks are prioritised and allocated in line with agreed service levels.
• Apply ITIL-aligned practices across Incident Management, Request Fulfilment, Problem Management and Major Incident support activities.
• Review ticket backlogs, ageing items and breached cases, taking corrective action to restore control and improve throughput.
• Coordinate with resolver groups, service desk analysts and technical teams to ensure...