Ticket Queue Manager

4 weeks ago

Lahore, Punjab, Pakistan ICE Consulting Full time

Job Summary:

The Ticket Queue Manager is responsible for overseeing the flow, prioritization, and timely resolution of support tickets across all technical support channels. This role ensures efficient workload distribution, adherence to service level agreements (SLAs), and continuous improvement in customer satisfaction and team performance. The Ticket Queue Manager acts as the gatekeeper for the ticketing system, ensuring that issues are categorized, assigned, escalated, and resolved according to defined ITSM processes.

Key Responsibilities:

  • Monitor and manage the daily queue of incoming IT support tickets to ensure SLAs and response time targets are met.
  • Monitor ticket dashboard and ensure that tickets are resolved within agreed-upon SLAs and take corrective actions when SLAs are at risk.
  • Track aging tickets and proactively drive follow-ups, escalations, or reassignments as needed.
  • Collaborate with technical teams and management to resolve high-priority or aging incidents.
  • Perform daily, weekly, and monthly ticket audits to ensure quality, consistency, and process compliance.
  • Communicate trends or recurring issues to leadership to aid in root cause analysis and problem management.
  • Generate reports on ticket volumes, response times, resolution rates, and other key metrics.
  • Serve as a point of contact during major incident triage for ticket coordination and updates.
  • Coordinate with support teams, technical resources, and stakeholders to ensure timely resolution of tickets and maintain customer satisfaction.
  • Prepare regular reports on incident, change, and problem tickets, including analysis of trends, performance, and areas for improvement.

Qualifications:

  • 5+ years of experience in a service desk, IT support, or IT operations environment.
  • Strong familiarity with ITSM tools (e.g., ConnectWise).
  • Working knowledge of ITIL processes, especially Incident, Request, and Problem Management.
  • Knowledge of IT infrastructure, software, and hardware.
  • Ability to analyze data, identify trends, and recommend process improvements.
  • Strong problem-solving and analytical skills.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Experience in workload management, reporting, and SLA governance.
  • Excellent communication, coordination, and conflict-resolution skills.
  • Analytical mindset with attention to detail and a sense of urgency.
  • ITIL Foundation certification preferred.
#J-18808-Ljbffr

  • Ticket Queue Manager

    2 weeks ago

    Lahore, Punjab, Pakistan ICE Consulting - Managed IT & Cybersecurity for Life Sciences Full time

    Job Summary:The Ticket Queue Manager is responsible for overseeing the flow, prioritization, and timely resolution of support tickets across all technical support channels. This role ensures efficient workload distribution, adherence to service level agreements (SLAs), and continuous improvement in customer satisfaction and team performance. The Ticket Queue...

  • IT Support Ticket Operations Manager

    2 weeks ago

    Lahore, Punjab, Pakistan beBeeTicketOperationsManager Full time 900,000 - 1,200,000

    Job Summary:The Ticket Operations Manager oversees the entire ticket lifecycle, ensuring timely resolution and efficient workload distribution across all technical support channels. This role drives continuous improvement in customer satisfaction and team performance.Key Responsibilities:Manage daily queues of incoming IT support tickets to meet service...

  • Airline Ticketing Expert

    2 weeks ago

    Lahore, Punjab, Pakistan beBeeTicketing Full time 5,500,000 - 7,500,000

    Seeking a skilled professional to fill the position of Ticketing and Fares SpecialistThis is an opportunity for someone with extensive hands-on experience in creating new flight bookings on Sabre and other booking systems.Key Responsibilities:Create new flight bookings on Sabre and other booking systems, utilizing adaptability to diverse platforms and...

  • Ticketing and Fares Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan Bramerz Full time

    Position: Ticketing and Fares SpecialistType: Full-timeSchedule: Flexible, including shifting schedules, weekends, night shifts, overtime, and holidaysLocation: Remote, with a designated home office setupWe are seeking a Ticketing and Fares Specialist on behalf of a valued client.Utilize hands-on experience in creating new flight bookings on Sabre and other...

  • Finance Manager

    1 week ago

    Lahore, Punjab, Pakistan Bookme Full time

    Company DescriptionBookme is Pakistan's #1 travel and e-ticketing platform, revolutionizing the booking process by eliminating long queues and hassle of travel arrangements. With Bookme, users can make all their travel bookings in one place, from bus tickets to flights, movies, cricket, and events. Our user-friendly website and mobile application allow...

  • Azure Data Integration Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan beBeeData Full time 800,000 - 1,000,000

    Azure Data Engineer Role SummaryThis key position involves overseeing the development and management of data pipelines, resolving technical issues, and ensuring the accuracy of data across various platforms such as Azure Synapse Analytics, Azure Data Lake Gen2, and SQL environments.Key Responsibilities:Data Engineering: Work with Azure Synapse Pipelines and...

  • Telecom Solutions Expert

    2 weeks ago

    Lahore, Punjab, Pakistan beBeeTelecomEngineer Full time 3,200,000 - 4,200,000

    At the heart of our operations is the role of a Telecom Engineer, who plays a pivotal part in ensuring seamless global telephony and contact center functionality. As part of our Central Genesys cloud team, this individual serves as the primary point of contact for all contact center solution inquiries and issues. The Telecom Engineer's responsibilities are...

  • Customer Engagement Solutions Professional

    2 weeks ago

    Lahore, Punjab, Pakistan beBeeTelecom Full time 800,000 - 1,200,000

    Telecom Engineer Job DescriptionThe role of a Telecom Engineer involves supporting global telephony & contact center operations across various contact centers. As part of the team, the engineer is responsible for acting as a point of contact for all contact center solution requests, whether questions or problems.Responsibilities:Act as POC for daily Genesys...

  • Remote Customer Support Representative Position

    6 days ago

    Lahore, Punjab, Pakistan beBeeCustomerSupport Full time 1,200,000 - 1,500,000

    Customer Support Specialist - We are seeking a highly skilled and experienced professional to join our team as a Customer Support Specialist. In this role, you will be responsible for delivering exceptional support via live chat and email to customers around the world.Key Responsibilities:Respond to customer inquiries in a timely and efficient...

  • Telecom Engineer

    4 weeks ago

    Lahore, Punjab, Pakistan ibex Full time

    ibex. is an elite CX outsourcer for the world's startups, scale-ups, and blue-chips. We build powerful customer engagement & insight solutions to help protect client investment, mitigate financial & operational risk, and accelerate ROI.As Genesys Cloud Engineer, you are responsible for supporting global telephony & contact center operations across contact...