Deputy Project Manager/Desktop Technician Manager/Queue Manager

Position Description Ardent is seeking a Deputy Project Manager / Desktop Technician Manager / Queue Manager to join our dynamic team. In this role, you will support daily IT operations by overseeing desktop support teams and managing the ServiceNow ticket queue. You will ensure efficient workload distribution, SLA adherence, and continuous visibility into ticket performance while serving as a backup to the Project Manager. Responsibilities and Duties Support the Project Manager in managing day-to-day desktop support operations. Serve as the primary lead for the ServiceNow ticket queue, including triage, routing, assignment, and closure oversight. Schedule and distribute workload across Tier 1 and Tier 2 technicians based on skillsets, availability, and SLA priorities. Monitor SLA response and resolution metrics; proactively escalate risks to prevent breaches. Provide operational oversight and guidance to desktop support technicians to ensure service quality and consistency. Act as Project Manager during absences, ensuring continuity of operations and decision-making. Prepare weekly reporting, including ticket summaries, backlog status, and trend analysis for leadership presentations. Coordinate staffing coverage across shifts, including planned absences and surge support requirements. Requirements Bachelor’s degree in Information Technology, Computer Science, or related field (or Associate’s degree with equivalent experience). Minimum of 5 years of IT operations management experience. At least 3 years of supervisory, team lead, or queue management experience. Hands‑on experience with ServiceNow administration and ITSM processes (incident, request, and problem management). Strong understanding of SLA management, ticket prioritization, and service delivery metrics. Demonstrated ability to lead teams, manage competing priorities, and operate in a fast‑paced environment. ITIL Foundation certification. Active Public Trust clearance (or ability to obtain). Preferred Qualifications ServiceNow Certified System Administrator. CompTIA A+ or Network+. Experience supporting federal or enterprise IT service desk environments. Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government‑issued background investigation process. We highly encourage all Veterans and those with disabilities to apply. Equal Opportunity Statement Ardent is an equal opportunity employer. We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity, gender expression, or any other basis protected by state, local, or federal law. #J-18808-Ljbffr Dormont Manufacturing Co