IT Service Desk Queue Manager

Service Desk Queue Manager

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.

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.