IT Support Operations Coordinator

18 hours ago

Lahore, Punjab, Pakistan beBee Careers Full time
Job Summary:

The Ticket Queue Manager is a critical role within our technical support organization. This position oversees the efficient flow, prioritization, and timely resolution of support tickets across all channels. The primary objective is to ensure effective workload distribution, adherence to service level agreements (SLAs), and continuous improvement in customer satisfaction and team performance.

Key Responsibilities:
  • Monitor and manage the daily queue of incoming IT support tickets to guarantee SLAs and response time targets are met
  • Regularly review the ticket dashboard to 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 regular 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


Ticket Management Expertise:
This role requires strong analytical skills, attention to detail, and a sense of urgency. The ideal candidate will have a proven track record of managing workloads, reporting, and SLA governance. Additionally, excellent communication, coordination, and conflict-resolution skills are essential for success in this position.

About the Role:
We are seeking a highly organized and detail-oriented individual to join our team as a Ticket Queue Manager. As a key member of our technical support organization, you will play a vital role in ensuring the timely resolution of support tickets and maintaining high levels of customer satisfaction.

Requirements:
  • 5+ years of experience in a service desk, IT support, or IT operations environment
  • Strong familiarity with ITSM tools
  • 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

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