As a Queue Manager at Matrix42, you will take daily operational ownership of one or more support queues. You will ensure that incidents, service requests, and customer inquiries are reviewed, prioritized, assigned, and followed up consistently. By maintaining clear ownership, queue health, and SLA compliance, you will help ensure that no customer case is left unattended.
- Monitor support queues throughout the day and ensure new and updated tickets are reviewed, categorized, and handled without unnecessary delay.
- Validate ticket priority, customer impact, urgency, and support scope to enable correct handling and escalation.
- Assign incidents, service requests, and other ticket types to the appropriate support team, resolver group, or individual based on skills, workload, and process rules.
- Follow up on unassigned, aging, breached, and at-risk tickets, taking corrective action to protect SLA compliance and customer satisfaction.
- Maintain accurate and up-to-date ticket documentation, status, categorization, and ownership.
- Coordinate with 1st-line, 2nd-line, and, where applicable, 3rd-line support, escalation managers, and team leads to remove blockers and secure timely progress.
- Collaborate with cross-functional teams to accelerate ticket resolution.
- Identify recurring quality issues, routing gaps, and process deviations, and propose improvements that increase efficiency and consistency.
- Support operational reporting by providing visibility into queue health, workload distribution, SLA risks, and backlog trends.
- Promote disciplined ticket handling and the correct use of support statuses, priorities, and escalation paths.
- Identify and propose candidates for Major Incident and Problem Management.
Your profile
- Strong understanding of support processes, ticket lifecycles, prioritization, SLA logic, and escalation practices.
- Experience with ITSM or customer support ticketing tools and dashboards.
- Ability to assess customer impact, urgency, and business criticality and translate them into sound ticket-handling decisions.
- Good technical understanding of the supported products, solution areas, and support team responsibilities.
- Excellent coordination, communication, and follow-up skills, with the ability to work effectively across multiple teams.
- A structured, detail-oriented working style and strong ownership of operational quality and queue hygiene.
- Ability to manage competing priorities in a fast-paced environment while maintaining a strong customer focus.
- Matrix42 domain knowledge and a commercial understanding of Matrix42 agreements and service descriptions.
- Fluency in English and native-level proficiency in Finnish or German. Additional languages are a plus.
- Familiarity with ITIL principles, particularly Incident Management, Request Fulfilment, and Service Level Management.
Why us?
Our Benefits
We could tell you all about the free fruit and drinks in the office, that you will have flexible working hours, 25–30 vacation days depending on the location, or that remote work is part of everyday life. But in our eyes, that’s not a benefit, it’s standard. Here are some of our benefit offers:
- Learning & Development Opportunities
- Up to 6 additional days off for personal or professional development
- Access to online platforms to expand your knowledge or improve your language skills
- One Social Day to assist in social settings or attend events that help improve our environment
- Bicycle leasing, with the contract and insurance administered through Matrix42
- The option to choose an additional benefit such as a fitness membership, job ticket, retirement plan, or monetary bonus
- And many more. Ask us for details.
Your contact person
Send us your application, including your salary requirements and earliest possible starting date, directly through our online portal via the APPLY NOW button. If you have any questions, please do not hesitate to contact Irina Neculae.
We ask for your understanding that MATRIX42 can only accept applications online via the applicant portal in connection with our applicant management system due to the currently valid EU data protection regulations.