IT Queue Manager (Service Desk & Intake Coordinator)

📍LATAM - 100% Remote

🤝Contract - USD

🗣️Advanced English skills is required

Overview

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.

Key Responsibilities

Queue Monitoring & Intake

• 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

Coordination & Follow-Up

• 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

Process Adherence & Improvement

• 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

Reporting & Visibility

• 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

Qualifications

Required

• 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

Preferred

• Exposure to IT operations in a corporate environment

• Familiarity with reporting tools (Excel, Power BI, etc.)

• Experience participating in triage or backlog management