The Connors Group ยท 14 hours ago
Service Delivery Queue Analyst
New York, NY
Contract
Hybrid
Mid Level
$35/hr - $40/hr
3+ years expThe Connors Group is seeking a proactive and highly organized Mid-Level Service Delivery Queue Analyst to oversee and optimize the intake, triage, and routing of IT support tickets. This role is crucial for managing ticket flow, monitoring performance metrics, and maintaining queue hygiene to ensure efficient IT support operations.
ConsultingE-CommerceHuman Resources
Hiring Manager
Pattie Tsivouras
Responsibilities
Monitor incoming unassigned IT support tickets and assign them to the appropriate teams or personnel based on urgency, category, and impact
Apply triage protocols and assignment rules to ensure accurate and timely ticket routing
Maintain queue hygiene by identifying and resolving duplicate, stale, or misrouted tickets
Review ticket content for completeness and ensure accurate categorization before assignment
Track and report on queue health, including ticket volume, response time, SLA compliance, and backlog size
Identify trends and recurring bottlenecks in ticket flow and collaborate with team leads to address systemic issues
Proactively flag at-risk tickets approaching SLA thresholds and escalate as needed
Maintain up-to-date documentation for ticket triage workflows, escalation procedures, and assignment rules
Suggest updates to ticket templates or intake forms to improve clarity and classification at entry point
Conduct regular audits of ticket categories, priorities, and routing to ensure consistency across the system
Act as a liaison between Service Delivery and other support teams for smooth ticket escalations
Participate in IT team stand-ups and service review meetings to provide visibility into queue performance and highlight action items
Support onboarding of new support staff by providing training on queue handling standards and ServiceNow workflows
Identify opportunities for assignment rule automation and workflow improvements within the ticketing system (e.g., ServiceNow)
Surface common or repetitive ticket patterns to support knowledge base development and improve user self-service
Stay informed about ITIL-aligned service management practices and incorporate relevant insights into queue strategy
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Business, or a related field (or equivalent experience)
3+ years of experience in IT support operations, service desk coordination, or workflow management
Strong working knowledge of ServiceNow (Required)
Excellent organizational and time-management skills with a sharp eye for detail
Experience tracking support KPIs and producing actionable reporting
Exceptional communication and collaboration skills
Preferred
Familiarity with ITIL or IT service management practices is a plus
Benefits
A dynamic, process-driven IT operations environment.
Opportunities to grow into IT service delivery, operations, or process improvement roles.
A culture that values organization, efficiency, and teamwork.
Company
The Connors Group
The Connors Group is a Staffing and Recruiting firm specialized in IT Staffing, eCommerce.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jackie Connors
CEO
Company data provided by crunchbase