Position Summary
The ITSM Queue Coordinator is responsible for managing the flow of service tickets and requests within the IT Service Management (ITSM) platform. The role ensures all tickets are categorized, prioritized, and resolved according to agreed SLAs and ITIL best practices. This person acts as the main point of contact for queue-related issues and works closely with the service desk, resolver groups, and business stakeholders to drive service excellence and maintain high customer satisfaction.
Job Details:
- Work Setup: On-site (Eastwood Libis, QC)
- Schedule: Monday to Friday | 6 AM to 3 PM (Manila time)
- Holidays Followed:: Queensland AU Holidays
Responsibilities
- Queue & Ticket Management
- Monitor, review, and manage all ITSM queues, ensuring tickets are updated, categorized, and resolved on time.
- Prioritize and escalate tickets to meet SLAs, using sound judgment for urgency and impact.
- Check for process adherence in ticket handling and identify if tickets need to be moved or escalated.
- Review ticket data to ensure quality for reporting, root cause analysis, and identifying trends.
- Identify and recommend process improvements for queue handling and ticket triage.
- Maintain and update documentation related to ticket triage and queue workflows.
- Reporting & Analysis
- Generate daily, weekly, and monthly reports on queue volumes, SLA performance, backlog, and aging tickets.
- Provide actionable insights to service desk and resolver groups to help improve performance.
- Collaboration & Training
- Serve as the main contact for queue performance and related issues.
- Work closely with Service Desk, Incident, Problem, Change, and Knowledge Managers.
- Collaborate with ITSM Tool Administrators for process improvements and alignment.
- Provide training and guidance to service desk and resolver teams on queue management best practices.
- Stakeholder Engagement
- Communicate effectively with clients, technical teams, and non-technical stakeholders.
- Gather and understand requirements from different business units.
- Report trends and suggest areas for improvement to business stakeholders and end users.
Qualifications
Essential:
- At least 3 years of experience in IT support, service desk, or IT operations (preferably as a queue coordinator, queue manager, or ITSM manager).
- At least 2 years of experience working with Australian clients (preferred); experience with US or UK clients is also acceptable.
- Experience managing queues or triage in a high-volume service desk or Managed Service Provider (MSP) environment (e.g., handling 3,000+ tickets/month).
- Strong understanding of the ITIL framework, especially Incident, Request, Change, and Problem Management.
- Experience as a Problem Manager or in a similar function within a metrics-driven environment.
- Significant hands-on experience with ConnectWise or similar ticketing platforms.
- Strong analytical skills, attention to detail, and ability to work under pressure.
- Excellent communication and comprehension skills in English, including the ability to read, understand, and respond to emails between technicians and clients.
Desirable:
- ITIL Foundation Certification (v3 or v4) is an advantage.
Key Competencies
- Strong problem-solving and critical thinking skills.
- Highly organized and detail-oriented; strong focus on process and quality.
- Effective communicator with both technical and non-technical stakeholders.
- Able to adapt to changing priorities in a fast-paced environment.
- Proactive, reliable, and able to work independently as well as part of a team.
- Customer service mindset and positive attitude.