Queue Manager

1 week ago


Regina, Canada Visionpool Business Services Full time

Visionpool Business Services is hiring a Queue Manager who will:

- Monitor ServiceNow and triage incidents, problems, and tasks while ensuring overall queue health remains high
- Communicate with customers and team members to ensure all tasks are updated and work isn't getting stagnant
- Review queues for trends and seek opportunities to improve team services using data available in ServiceNow
- Initiate escalations and manage severity 1 and 2 incidents and RCAs on behalf of the team
- Communicate clearly with other IT Product teams and vendors, ensuring all pertinent information is communicated when re-assigning incidents, problems and tasks
- Present trending issues and other relevant information to team and leaders

Required Experience:

- A Bachelor’s Degree in Business Administrator or Computer Science
- Minimum five years of related experience
- In-depth understanding of ITIL and Agile practices
- Demonstrated experience analyzing and triaging incidents related to end-user computer and Microsoft 365 environment
- Proficient with ServiceNow



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