IT Queue Manager - IT Support Services (remote)

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IT Queue Manager

Are you the ultimate quarterback when it comes to keeping a team organized and moving? Our client is building out a brand-new Service Desk function and needs a steady, detail-oriented professional to be its first point of contact. As IT Queue Manager, you'll be the calm, controlled hub that greets every incoming ticket, makes sure end users feel heard from the first interaction, and gets work distributed fairly and efficiently across the analyst team. If you love bringing structure to a busy queue and genuinely enjoy helping people through frustrating moments, this is your seat.

As part of our process after applying, you may receive an invitation from our AI Recruiter Avery for a short conversation that lets you share more about your background beyond your resume. For questions, contact

recruiting@itccorp.com

.

  • Job Type: Long-Term Contract
  • Location: Remote (PST, CST, or EST hours), Monday - Friday, 8:00 AM - 5:00 PM local time
  • Compensation: This job is expected to pay about $20 - $27/hr
  • No Visa Sponsorship Available for this role

What You'll Do:

  • Act as the first point of contact for the Service Desk queue, distributing tickets fairly and efficiently across the analyst team based on urgency and complexity
  • Spend part of each shift actively monitoring the queue in real time, then shift focus to working routine, non-urgent tickets at a controlled, predictable pace
  • Gather clear, complete information from end users so tickets are well-documented and easy to hand off, escalating unresolved issues with the right context
  • Provide Tier 1 troubleshooting support, helping identify the missing piece needed to get users back up and running
  • Join daily team stand-ups and help set the tone for a growing Service Desk function, making sure every user feels heard and supported

What Gets You the Job:

  • 3+ years of experience in an IT Service Desk or Support environment, with strong Tier 1 troubleshooting skills
  • Hands-on familiarity with Active Directory (on-prem), Microsoft Entra ID, Intune, Azure, and foundational TCP/IP troubleshooting
  • Strong documentation habits, capturing the right details to make triage, hand-offs, and escalations seamless
  • A genuine ability to connect with people, staying calm and empathetic while helping frustrated users feel heard
  • Exposure to ITIL practices is a plus, as the team is moving toward a more ITIL-aligned way of working

Ready to bring structure and momentum to a team that's just getting started? Apply today and help shape what great support looks like from day one.

Irvine Technology Corporation (ITC) connects top talent with exceptional opportunities in IT, Security, Engineering, and Design. From startups to Fortune 500s, we partner with leading companies nationwide. Our AI recruiter, Avery, helps streamline the first step of your journey—so we can focus on what matters most: helping you grow. Join us. Let us ELEVATE your career!

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.


Remote

Skills:
Analysis Skills, Artificial Intelligence (AI), Customer Support/Service, Detail Oriented, Fortune 500 Customers, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Management of Information Systems/Technology (MIS), Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Azure, Organizational Skills, Standup Meetings, Startup, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support


Irvine Technology Corporation



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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...