Deputy Project Manager/desktop Technician Manager/queue Manager

Ardent

Rockville, MD, United States
**
Servicenow ticket queue management
Itsm processes
Sla management and adherence
** Ardent is seeking a Deputy Project Manager/Desktop Technician Manager/Queue Manager to oversee IT operations, specifically managing desktop support teams and the ServiceNow ticket queue. This on-site role in Rockville, MD, emphasizes teamwork, continuous improvement, and a commitment to both employee and client satisfaction. **

Job Summary

  • Ardent is seeking a Deputy Project Manager / Desktop Technician Manager / Queue Manager to support daily IT operations by overseeing desktop support teams and managing the ServiceNow ticket queue.
  • Responsibilities include ensuring efficient workload distribution, SLA adherence, continuous visibility into ticket performance, and serving as a backup to the Project Manager.
  • The company offers highly competitive benefits, professional development opportunities, and an exceptional culture that embraces flexibility, innovation, collaboration, and career growth.

Matching Summary

Match Score: 75

** Ardent is seeking a Deputy Project Manager/Desktop Technician Manager/Queue Manager to oversee IT operations, specifically managing desktop support teams and the ServiceNow ticket queue. This on-site role in Rockville, MD, emphasizes teamwork, continuous improvement, and a commitment to both employee and client satisfaction. **

Skills & Requirements

Must-have

  • ServiceNow ticket queue management
  • ITSM processes
  • SLA management and adherence
  • Desktop support team oversight
  • Weekly reporting and trend analysis

Nice-to-have

  • Collaborative and flexible work environment
  • Professional development opportunities
  • Service mindset and camaraderie
  • Supporting federal IT environments

Key Requirements

  • Bachelor's degree or equivalent experience
  • 5+ years IT operations management
  • 3+ years supervisory/queue management
  • ServiceNow administration experience
  • ITIL Foundation certification
  • Active Public Trust clearance

Work Rights

Must be able to obtain Public Trust clearance

Tailored Resume

Cover Letter