Ticket Queue Manager

3 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 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 other 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

Requirements

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

    3 weeks ago


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

    1 week ago Be among the first 25 applicantsJob 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...

  • Ticket Queue Manager

    2 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...


  • 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...


  • Lahore, Punjab, Pakistan VR Hiring Full time

    We are looking for a travel manager with the following requirements:At least two years of experience in an IATA agency ticketing counterWell versed with Sabre and Galileo usageExperience of corporate key account handlingClient service (handling walk-in and existing clients)Knowledge of Umra and Hajj processingBusiness development by engaging new...

  • Key Account Manager

    7 days ago


    Lahore, Punjab, Pakistan Bookme Full time

    Bookme is Pakistan's leading travel and e-ticketing platform, offering a one-stop solution for booking bus tickets, flights, movies, cricket matches, and events. The platform aims to simplify travel booking by providing online ticketing services, eliminating the need for long queues and travel agents. Bookme's website and mobile app allow users to...


  • Lahore, Punjab, Pakistan beBeeTravelConsultant Full time

    Travel Consultant / ManagerFJ Travels is a Canadian based IATA travel agency. They deal in airline tickets and Umrah & Hajj packages. Experienced travel consultants and managers are regularly sought after to join the sales force and enhance their experience using the latest sales and service infrastructure.The company offers unique payout structures that...


  • Lahore, Punjab, Pakistan beBee Careers Full time

    Job OverviewThe role of a Senior Telecom Engineer involves designing, implementing, and maintaining contact center and unified communication platforms for clients. The primary focus is on Genesys Cloud CX Contact Center and other UC platforms.This position requires identifying and resolving moderately complex problems with business communication systems....


  • Lahore, Punjab, Pakistan beBeeData Full time

    The role involves building and managing data pipelines, troubleshooting issues, and ensuring data accuracy across various platforms.Key ResponsibilitiesData Engineering:Work with Azure Synapse Pipelines and PySpark for data transformation and pipeline management.Perform data integration and schema updates in Delta Lake environments, ensuring smooth data flow...

  • Telecom Expert

    7 days ago


    Lahore, Punjab, Pakistan beBee Careers Full time

    Telecom ExpertAs a Telecom Engineer, you are responsible for supporting global telephony & contact center operations across various locations. The role requires administration, troubleshooting, and working on day-to-day operational issues, with close coordination with respective technical teams.ResponsibilitiesActing as the point of contact for daily Genesys...


  • Lahore, Punjab, Pakistan UNAVAILABLE Full time

    Overviewibex. is an elite CX outsourcer serving startups, scale-ups, and blue-chip companies worldwide. We develop customer engagement and insight solutions to protect client investments, reduce financial and operational risks, and enhance ROI. As a Senior Engineer, you will be pivotal in designing, implementing, and maintaining our contact center and...