Description

TITLE: Service Desk Queue Manager

LOCATION: Bellevue, WA

TerraPower is a nuclear technology company based in Bellevue, Washington. At its core, the company is working to raise living standards globally through a more affordable, secure, and environmentally friendly form of nuclear energy along with innovations in medical isotopes to improve human health. In 2006, TerraPower originated with Bill Gates and a group of like-minded visionaries who evaluated the fundamental challenges to raising living standards around the world. They recognized energy access was crucial to the health and economic well-being of communities and decided that the private sector needed to take action and create energy sources that would advance global energy deployment. TerraPower's mission is to be a world leader in new nuclear technologies, while developing innovators and future leaders in the nuclear field. As a result, the company's activities in the fields of nuclear energy and related sciences are yielding significant innovations in the safety and economics of nuclear power, hybrid energy and medical applications all for significant human health benefits.

TerraPower is seeking to hire highly motivated and forward-thinking professionals who are interested in focusing on advanced nuclear reactor research and development and influencing change within the nuclear power landscape and bringing forward the critical production of medical isotopes. TerraPower is an Equal Opportunity Employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. In addition, as a federal contractor, TerraPower has instituted an Affirmative Action Plan (AAP) in an effort to proactively recruit, hire, and promote women, minorities, disabled persons, and veterans.

Service Desk Queue Manager

TerraPower is seeking a detail-oriented and analytical Service Desk Queue Manager to coordinate and balance the day-to-day ticket workload for a high-performing IT Service Desk supporting approximately 1,500 staff across onsite and remote environments. The organization operates within a complex regulatory and compliance framework and is experiencing significant growth which is expected to continue.

The Queue Manager plays a critical role in ensuring that all IT service requests are prioritized and assigned efficiently in alignment with enterprise priorities, project timelines, and regulatory requirements. This role demands exceptional reading comprehension, contextual reasoning, and the ability to interpret requests with limited data while maintaining situational awareness of high-impact work.

The ideal candidate is a disciplined operations professional with a strong sense of judgment and situational awareness. They are able to quickly interpret the context behind service requests, make informed prioritization decisions, and ensure the right work is routed to the right teams—keeping the organization efficient, compliant, and aligned with mission-critical objectives.

Key Responsibilities:

• Manage and prioritize the IT service desk queue, ensuring efficient triage, categorization, and assignment of tickets covering hardware, software, HPC (High Performance Computing), and information security support.

• Assess and interpret complex or incomplete requests, applying strong analytical and reading comprehension skills to determine intent and assign appropriately.

• Balance competing priorities across compliance-driven operational work, project deadlines, and end-user support needs, ensuring alignment with enterprise objectives.

• Monitor key performance indicators (KPIs) including ticket volume, aging, SLA adherence, and team workload distribution; rebalance queues dynamically to maintain responsiveness.

• Collaborate with Service Desk leadership to ensure that ticket management practices support audit readiness, documentation quality, and compliance with internal procedures (e.g., NQA-1, ISO, or other applicable standards).

• Work closely with project managers and technical leads to forecast and allocate support resources for time-sensitive initiatives.

• Ensure consistent communication across IT, management, and other support organizations to provide transparency on queue status, trends, and bottlenecks.

• Maintain queue hygiene by enforcing standards for ticket categorization, prioritization, and closure documentation.

• Support escalation management, ensuring critical or compliance-sensitive issues are promptly routed and tracked to resolution.

• Generate and interpret reports on queue performance, identifying areas for process improvement and communicating trends to leadership.

Basic Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field.

• 3+ years of experience in IT Service Desk operations, queue management, or support coordination.

• ITIL certification v3 or v4.

• Demonstrated ability to interpret and prioritize requests within a complex and compliance-bound IT environment.

• Proficiency with ITSM platforms such as Jira Service Management, ServiceNow, etc.

• Proven analytical skills and experience using metrics and reports to guide operational decisions.

• Strong written and verbal communication skills, with attention to clarity, accuracy, and context.

• Ability to adapt to a fast-paced environment supporting multiple concurrent projects and business priorities.

• Current with industry trends and emerging technologies

Nice to have qualifications:

• Experience in regulated industries (e.g., nuclear, energy, aerospace, or federal contracting).

• Understanding of ITIL service management best practices.

• Experience supporting teams operating under NQA-1 or similar quality frameworks.

Job Functions:

Job Functions are physical actions and/or working conditions associated with the position. These functions may also constitute essential functions for the job which the employee must be able to fulfill, with or without accommodation. Information provided below is to help describe the job so that the applicant has a reasonable understanding of the job duties/expectations. An applicant's ability to perform and/or tolerate these actions and conditions will be discussed, and workplace accommodations may be made on a case-by-case basis following an individualized assessment of the applicant and other considerations, including but not limited to any governing safety standards.

• Motor Abilities: Sitting and/or standing for extended periods, bending/stooping, grasping/gripping, fine motor control (hands)

• Physical exertion and/or requirements: Minimal, with ability to safely lift up to 25 pounds

• Repetitive work: Occasional

• Special Senses: Visual and audio focused work

• Work Conditions: Stairs, typing/keyboard, standard and/or sitting working environment of >8 hrs./day

• Travel required: 0-10%

TerraPower's technology is controlled for export by various agencies of the U.S. Government. TerraPower must evaluate applicants who are foreign nationals (other than asylees, refugees, or lawful permanent residents) in accordance with U.S. Government export control requirements. To facilitate TerraPower's export control reviews, you will be asked as part of the application process to identify whether you are a U.S. Citizen or national, asylee, refugee, or lawful permanent resident of the United States. Government export authorization approval times vary. Based on business needs for a particular position, TerraPower may not consider a foreign national from a country if it is impracticable to obtain timely Government export approval.

Job details:

Salary Range Level 8: $87,686 - $131,529

Salary Range Level 9: $102,804 - $154,206

* We typically place offers in the lower to middle portion of the range to maintain internal equity and allow room for growth. Any salary offered within the posted salary band is based on market data and commensurate with the selected individual's qualifications experience. This range is specific to Washington State.

Benefits:

• Competitive Compensation

• Salary, eligible to participate in discretionary short-term incentive payments

• Comprehensive Medical and Wellness Benefits for family or individual

o Vision

o Dental

o Life

o Life and Disability

o Gender Affirmation Benefits

o Parental Leave

• 401k Plan

• Generous Paid Time Off (PTO)

o 21 days of annually accrued PTO

• Generous Holiday Schedule

o 10 paid holidays

• Relocation Assistance

• Professional and Educational Support Opportunities

• Flexible Work Schedule

TerraPower Career and Benefits information: https://www.terrapower.com/contact-us/careers/

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