Incident/Problem/Queue Manager

The Digital Modernization Sector has an opening for an Incident/Problem/Queue Manager to work in Washington, DC.

Specific duties include:

Queue Management

• Provide subject matter expertise in quality management of ticket handling and content, as well as applied technical services
• Provide quality oversight of ticket handling procedures, ticket content, categorizations, prioritizations, routing and escalation, kickbacks, and closure
• Intake and triage of Incident and Request tickets received through ServiceNow
• Assign tickets to appropriate queues and/or service support technicians
• Manage technician workload balance by queue assignment and queue management
• Will support tickets being entered through Self Service Portal for accuracy and assignment
• Apply subject matter expertise to continuous process improvement
• Responsible for refinement and development  Standard Operating Procedures and work instructions for the Queue Management
• Support communications between queue owners, technicians, and team leads for the rollout of new processes and remediation of ticket handling, ticket quality anomalies, and Incident Management
• Will oversee and report on tickets unassigned, open, and aging ticket at an enterprise level
• Attend ad hoc meetings relating to briefing status of tickets and continuous improvement efforts
• Run ad hoc ServiceNow report for customer and management request
• Create automated ServiceNow reports

Incident & Problem Management

• Responsible to oversee entire Incident lifecycle, from initial reporting to resolution, pertaining to outages and Major Incidents
• Identified root cause of recurring Incidents, implement solutions, and document known errors to prevent reoccurring issues for problem tickets
• Act as the escalation POC for all outages and problems, coordinate with system owners to ensure timely resolution
• Provide updates to management on outage status, coordinate with communication team to send outage notice to end users, and brief outage status and problem in daily operations meeting
• Responsible for refinement and development  Standard Operating Procedures, Work Instructions, and Workflows for the Incident and Problem Management
• Responsible for data analysis and reporting for track trends and reoccurring issues and adhere to outage escalation process

Requirements:

BS Degree and 4+ years experience. Additional years of experience may be substituted in lieu of degree.

• Assist with ticket monitoring (including all methods of ticket generation i.e. phone, email etc.).
• Check ticket quality, validate, and complete customer contact information submitted in tickets.
• Determine ticket detail information (identifying customer detail requirements pertaining to the request).
• Assign tickets to appropriate technicians.
• Monitor the technicians’ ticket queues daily.
• Coordinate with other lines of service before transferring tickets or accepting tickets from other queues.
• Maintain knowledge of applicable service level agreements (SLAs).
• Provide advice on potential process improvement for general ticket and queue management.
• Must be extremely proficient with ServiceNow and Incident/problem management
• Strong experience and knowledgeable with ServiceNow Incident Module, Request/Task Module, and ServiceNow Reporting
• Strong experience and knowledge of MS Office suite, especially Excel (pivot tables, formulas, etc.)
• Experience with  ITIL processes
• Detail oriented
• Ability to multi-task in a high tempo environment
• Must have experience creating workflows, SOPs, work instructions, and any other requirement documents pertaining to Queue Management and Incident & Problem Management
• Must be able to obtain and maintain a public trust clearance

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”

Original Posting:

October 7, 2025

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $63,700.00 - $115,150.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or