Role overview
Published via Mainder
📍LATAM - 100% Remote
🤝Contract - USD
🗣️Advanced English skills is required
We’re looking for an organized, detail-oriented IT Queue Manager to support the intake and coordination of IT work. This role ensures incoming requests are properly logged, prioritized, and routed so IT teams can operate efficiently and deliver consistent service.
Monitor and manage incoming IT tickets (incidents, service requests, minor enhancements)
Ensure tickets are complete, properly categorized, and assigned to the right teams
Follow defined prioritization guidelines to triage requests
Flag urgent or high-impact issues for escalation
Track ticket progress and follow up to ensure timely resolution
Coordinate with service desk, infrastructure, and application teams
Support daily or weekly backlog review and triage meetings
Communicate status updates to stakeholders as needed
Follow established IT service management (ITSM) processes (incident, request, change)
Identify trends or recurring issues and escalate for problem management
Suggest improvements to workflows, ticket quality, and response times
Maintain basic reporting on ticket volume, aging, and SLA performance
Help build and maintain dashboards for queue health
Ensure data accuracy in the ticketing system
2–4 years of experience in IT support, service desk, or IT operations
Experience using ticketing systems (ServiceNow, Jira, Zendesk, etc.)
Basic understanding of ITIL concepts (incident and request management)
Strong organizational and time management skills
Good communication skills and ability to work across teams
Exposure to IT operations in a corporate environment
Familiarity with reporting tools (Excel, Power BI, etc.)
Experience participating in triage or backlog management