Queue Manager II

Job description

Compucom Systems, Inc.

provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses.

To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Queue Manager II to join our team.

The Queue Manager will be responsible for the operating activities of one or more functional departments and/or branches.

Identifies, prioritizes, and communicates all system and process issues that affect productivity and efficiency, and provides input and support for necessary improvements.

Duties may include, but are not limited to, the following:

**This position is onsite in Irving, TX**

**Responsibilities** **:**

+ Initial review of ticketing cases prior to dispatch to attempt remote resolution or confirm if dispatch is required.

Technical review and remote support to determine parts needed to meet first time fix as well as tech instructions or suggestions.
+ Follows defined processes on case management.
+ Responsible for the operating activities of one or more departments and/or branches, and assists the company in relation to policies, practices, and attainment of operating goals.
+ Prepares reports and records on department activities for use during case management or for team/program manager as requested.
+ Call scrubbing and 1st level PMO billing review.
+ Responsible for the administrative duties related to Operations, including requesting, gathering, and organizing information.

Working to remove obstacles and driving to make contract requirements by interacting cross functionally with delivery teams.
+ Client interaction, meetings and 1st point of escalation.

**Qualifications:**

+ Previous experience with Que Ticket Management with Service Now
+ Excellent Customer Service
+ Excellent verbal and written communication skills
+ Able to work one full weekend a month
+ Documentation Skills
+ Able to communicate with all levels in the organization

**Wage Range** :

The Hourly rate for this position is between $19.50 - $28.60 per hour.

Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

**Benefits** :

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

More detailed information can be found here.

(https://www.compucom.com/wp-content/uploads/2025/06/2025-Compucom_Benefits-Summary_FINAL-rev-04-07-25_Legal.pdf)

The compensation and benefits information is accurate as of the date of this posting.

The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

**Equal Employment Opportunity** **:** Compucom is committed to providing equal employment opportunities in all employment practices.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
CompuCom is committed to providing equal employment opportunities in all employment practices.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

Required Skill Profession

Other General