Job Description

IT Project Coordinator/Queue Manager

Canada (remote)

Duration: 3-6 Months

Start Date: February 2024

About the Company:

Insight Enterprises is a Technology Solutions Provider serving local, national, and international clients in 190 countries. In Canada, Insight has a robust staffing department that specializes in placing talented technical candidates in highly sought-after roles across the country.   

Description:

Our client, in the financial services sector and based in Calgary, is currently seeking an IT Project Coordinator/Queue Manager to join an endpoint migration project kicking off February 2024. In this role, the IT Project Coordinator/Queue Manager will oversee the efficient handling of service requests, incidents, and tasks. You’ll collaborate closely with technical teams, prioritize workloads, and ensure timely resolution of IT issues related to the endpoint migration project.

Responsibilities:

• Monitor and prioritize incoming service requests, incidents, and tasks.
• Assign trouble tickets to appropriate individuals based on expertise and workload.
• Allocate resources (such as service desk, deskside support technicians, or engineers) to address tickets in a balanced manner.
• Ensure that critical incidents receive immediate attention.
• Track and analyze queue performance metrics, including response time, resolution time, and backlog.
• Implement strategies to improve efficiency and reduce ticket aging.
• Collaborate with other IT teams, stakeholders, and vendors to resolve complex issues.
• Communicate status updates to end-users and management.
• Continuously evaluate and enhance queue management processes.
• Identify bottlenecks and implement solutions to streamline workflows.

Requirements:

• A degree or diploma in Computer Science, Information Technology, or Project Management, or equivalent experience in related field.
• 2-5 years’ experience in IT service management, queue management, or related field.
• Experience with ticketing systems and service request handling.  
• Experience in incident management, problem resolution, and service request handling.
• Proficiency in prioritizing tasks, resource allocation, and meeting service level agreements (SLAs).
• Excellent verbal and written communication skills to interact with end-users, technical teams, and management.
• Ability to analyze queue performance metrics, identify bottlenecks, and propose process improvements.
• A focus on providing exceptional customer service and resolving issues promptly.
• Effective resource allocation, task prioritization, and time management.
• Basic understanding of IT infrastructure, networks, and common software applications.
• Must be eligible to work in Canada.

Note: Please submit your resume detailing all relevant experience and certifications. We thank you for your interest, however, only those selected for interviews will be contacted.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Remote || Alberta (CA-AB) || Canada (CA) || IT Infrastructure & Support || None || Remote ||

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