Enterprise Queue Manager

Clearance Level
Top Secret
Business Process Analysis
Doral, Florida

REQ#: RQ87005

Travel Required: None
Requisition Type: Regular

Metrics Data Analyst position reports to the IT Service Management Team and will partner closely with leaders and stakeholders within the Enterprise Communications Services organization by providing reliable metrics through reporting and management dashboards used for decision-making, operational management, Key Performance Indicator (KPI) reviews and identifying opportunities for improvement.


  • Candidates should have a passion for quality and data accuracy and experience collaborating with stakeholders from all levels of the organization.
  • Assists with data analysis to improve operations including uncovering anomalies and performing research of other forms of key operational data.
  • Creates ad-hoc extracts and reports using various tools to meet both internal needs and external requests of the daily operations.
  • Working familiarity with tools like Excel, SharePoint, Service Now and SQL
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Strong written and verbal communication skills with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences
  • Ability to analyze business needs and workflow processes
  • Produce accurate and standardized reporting with key insights to communicate operational performance to IT leadership team
  • Provide ongoing support and enhancement of ITSM and Performance Metrics by driving alignment with Industry standards and best practices
  • Develop and maintain dashboards and on-demand reporting to IT leadership team
  • Collaborate with functional service areas within IT (Network Mgmt, Unified Communications, Service Desk, etc.) to develop dashboards, publish recurring status reports, analyze data, and explore how to better support stakeholders
  • Support the ITSM team through communication and follow up with operational managers and members of the resource management team to ensure high quality reporting of ticket and time reporting information
  • Prepare presentations for senior-management that appropriately communicates data-driven results to executives
  • Monitor the queues and meet mission related SLAs
  • Demonstrated proficiency at consolidating data from numerous sources to create presentations for all levels of management and other stakeholders
  • Working knowledge of ITSM/ITIL frameworks
  • Strong analytical problem solving, priority setting, facilitation, and collaboration skills
  • Demonstrated ability to effectively communicate ideas and lead through influence to accomplish challenging goals & objectives
  • Excellent understanding of document control, update processes and tool
  • Develop and implement advanced queries, dashboards, and reports.
  • Coordinate with infrastructure team in the collection of data sources as required.
  • Participate in special projects as required.


  • A minimum of 8 years’ experience working in IT service environment, preferably in a metric development
  • ITIL Foundation certification (v3 or higher).
  • Strong written and verbal communication
  • Mentoring and team building expertise
  • IAT LVL II and CSSP Analyst
  • HBSS experience
  • TS clearance with TS/SCI eligibility
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.