Senior Queue Manager

General information

Requisition # R61343 Locations USA-FL-Doral Posting Date 06/25/2025 Security Clearance Required Secret Remote Type Onsite Time Type Full time

Description & Requirements

Shape the future of defense with ManTech! Join a team dedicated to safeguarding our nation through advanced tech and innovative solutions. Since 1968, we’ve been a trusted partner to the Department of Defense, delivering cutting-edge projects that make a real impact. Dive into exciting opportunities in Cybersecurity, IT, Data Analytics and more. Propel your career forward and be part of something extraordinary. Your journey starts now—protect and innovate with ManTech!

ManTech seeks a motivated, career and customer-oriented Senior Queue Manager to join our team in Doral, FL. 

This position is one of four senior lead positions reporting to the Operations lead. Scope of the work encompasses all activities within the Service delivery framework and works collaboratively with the Cyber Lead, Unified Comms Lead, Supply Chain Lead and Service Desk Manager to ensure superior service delivery across all operations functions.

Responsibilities include but are not limited to:

• Prioritizes, assesses, and manages ITSM incidents, requests, and inquiries, providing full ITSM support across Incident, Problem, Change, Release, and Configuration Management.

• Ensures efficient routing and adherence to processes for ITSM tickets, and conducts incident reporting and analysis.

• Communicates pertinent requirements and guidance for each ITSM environment authority.

• Monitors, reports, and analyzes incidents, with daily volume depending on complexity, system availability, and personnel response times.

• Provides consistent service to address incident resolution requirements.

• Researches, reviews, monitors, manages, and delivers reports on incidents and alerts.

• Collaborates with various teams and stakeholders, attends TEMs, and provides direction and mentorship to subordinate staff, reporting to the DoDIN Operations Lead.

Minimum Qualifications:

• BA/BS in Computer Science, Information Technology, Business Administration, or a related field or 4 years of additional experience in lieu of a degree.

• 9+ years of relevant Operations/ITSM experience.

• 5+ years of experience with service delivery operations as a collector, processor, analyst, or reporter of ITSM incidents.

• Experience with ITSM tools such as Remedy or ServiceNow, collaborating with stakeholders during incident and outage response, and documenting incidents and generating reports.

• Knowledge of networks, endpoints, and cloud operations. Ability to analyze events and identify potential incidents. ITIL Foundation certification.

Preferred Qualifications:

• Master’s degree in Computer Science, Information Technology, Business Administration, or a related field.

• 4 years of experience in software development lifecycle, large-scale computing,