Duty Manager - IT support

Track case assignments and interactions and contribute to reporting, metrics reviews, and operational analysis

Provide additional support for non-technical operational activities such as report generation, trend analysis, and data reviews

Ensure backup coverage plans are in place and communicated when out of office to avoid service disruptions

Demonstrated ability to manage queues, triage work, and make accurate routing decisions under time constraints

Strong understanding of SLA‑driven operations and risk management principles

Comfort using case management, ticketing, collaboration, and reporting tools

At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market.

$25 – $27 USD Per Hr.

Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range.

Continuously monitor assigned queues to ensure timely intake, accurate triage, and adherence to service-level objectives

Assign 100% of incoming cases to the appropriate resource within defined targets, balancing skills, availability, capacity, and priority

Identify and resolve ambiguous or complex ownership scenarios, consulting with more experienced team members when necessary

Actively monitor cases approaching SLA thresholds and take proactive action to prevent breaches