Deputy Project Manager/Desktop Technician Manager/Queue Manager
Why do you need to choose between doing important work and having a fulfilling life? At Ardent, we have both. Ardent employees are committed to solving our customers’ most difficult problems—and we are committed to the well-being, personal goals, and professional development of our employee. We are “All In.” We put forth our strongest effort possible to get the mission accomplished and we do it together. We respect the skills and experience you bring to the Ardent team. And we provide a rewarding environment to help you succeed.
We offer highly competitive benefits, professional development opportunities, and an exceptional culture that embraces flexibility, innovation, collaboration, and career growth. A collective service mindset underpins our work, and a shared camaraderie to serve clients, colleagues and our communities set us apart. Our full commitment to being "All In" for our employees and our clients is not just our approach, it is our standard. If this sounds like the perfect fit for you, choose Ardent and make a difference with us.
Ardent is seeking a Deputy Project Manager / Desktop Technician Manager / Queue Manager to join our team.
This is an on-site position in Rockville, MD.
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.
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.