Remedy Queue Manager

Peraton is seeking an experienced and detail-oriented BMC Helix Queue Manager to oversee the daily management of incident, request, change, and problem tickets within the BMC Remedy system. The ideal candidate will ensure efficient ticket triage, assignment, and resolution, acting as the point of coordination between service desk teams, support groups, and IT leadership.

Day to Day Work Responsibilities:

• Monitor and manage all incoming tickets within the BMC Helix queue(s), ensuring accurate assignment to the appropriate support teams.
• Prioritize tickets based on SLA, urgency, and business impact.
• Perform regular ticket audits to ensure quality, consistency, and compliance with ITIL processes.
• Communicate with stakeholders to resolve ticket escalations and delays.
• Ensure timely follow-ups on aging or stalled tickets.
• Assign tickets that are out of scope to the Service Desk/Other Teams.
• Produce and analyze daily/weekly/monthly reports on ticket trends, volumes, and performance metrics.
• Work closely with IT teams to implement process improvements and optimize queue performance.
• Conduct training sessions and provide guidance to team members on Remedy best practices.
• Participate in change, incident, and problem management meetings as needed.

Basic Qualifications:

• Bachelor’s degree in Computer Science, Information Systems desired, or a related field (or equivalent experience) with 0 years experience, Associate's Degree and 2 years experience or HS Diploma and 4 years experience
• Experience with BMC Helix, Remedy or similar ITSM platforms.
• Strong understanding of ITIL principles and service management practices.
• Proven experience managing ticket queues and IT support workflows.
• Excellent organizational, analytical, and problem-solving skills.
• Effective communication and interpersonal skills, with a strong customer service orientation.
• Ability to work independently and under pressure in a fast-paced environme
• US Citizenship required; with the ability to obtain and maintain a Secret Clearance clearance 

Preferred Qualifications:

• ITIL v3 or v4 Foundation Certification.
• Experience with automation or integration of Remedy with other platforms (e.g., CMDB, monitoring tools).
• Familiarity with other ITSM tools like Jira is a plus.
• Active US Secret clearance