Deputy Project Manager/Desktop Technician Manager/Queue Manager

<p>Why do you need to choose between doing important work and having a fulfilling life?&nbsp;<strong>At Ardent</strong>, we have both. Ardent employees&nbsp;are committed to solving our customers’ most difficult problems—and we&nbsp;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.&nbsp;</p> <p>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.&nbsp;</p> <hr> <p><strong>Ardent</strong> is seeking a <strong>Deputy Project Manager / Desktop Technician Manager / Queue Manager</strong>&nbsp;to join our team.&nbsp;&nbsp;</p> <p>This is an <strong>on-site</strong><strong> position&nbsp;</strong>in <strong>Rockville, MD</strong>.</p> <p><strong><u>Position Description:</u></strong></p> <p><strong>Ardent</strong> is seeking a <strong>Deputy Project Manager / Desktop Technician Manager / Queue Manager </strong>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.</p> <p><strong><span style="text-decoration: underline;">Responsibilities and Duties:</span></strong></p> <ul> <li>Support the Project Manager in managing day-to-day desktop support operations.</li> <li>Serve as the primary lead for the ServiceNow ticket queue, including triage, routing, assignment, and closure oversight.</li> <li>Schedule and distribute workload across Tier 1 and Tier 2 technicians based on skillsets, availability, and SLA priorities.</li> <li>Monitor SLA response and resolution metrics; proactively escalate risks to prevent breaches.</li> <li>Provide operational oversight and guidance to desktop support technicians to ensure service quality and consistency.</li> <li>Act as Project Manager during absences, ensuring cont