QueueManager

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. Your Mission 💪 The Queue Manager is responsible for overseeing the effective flow, prioritisation and resolution of tickets across the IT managed service operation, ensuring work is managed in line with ITIL practices. This new role supports service stability and customer satisfaction by maintaining queue health, improving process adherence, coordinating escalations and driving timely resolution of incidents and service requests What you’ll be doing 🎯 Monitor and manage service queues to ensure incidents, requests and tasks are prioritised and allocated in line with agreed service levels. Apply ITIL-aligned practices across Incident Management, Request Fulfilment, Problem Management and Major Incident support activities. Review ticket backlogs, ageing items and breached cases, taking corrective action to restore control and improve throughput. Coordinate with resolver groups, service desk analysts and technical teams to ensure accurate routing, timely updates and effective resolution. Support escalation management for high-priority or business-critical issues, ensuring clear communication and appropriate ownership. Maintain queue governance standards, including ticket quality, categorisation, prioritisation, documentation and closure accuracy. Produce and analyse queue performance reports, identifying trends, bottlenecks and improvement opportunities. Contribute to continual service improvement initiatives by recommending process, tooling and workflow enhancements. Help ensure compliance with SLAs, OLAs and internal opera