Intake Manager

Intake Manager

Houston, TX (Onsite)

Contract

Job description

Position Summary

• The IT Intake Manager serves as the operational front door for IT demand and is responsible for governing the intake triage classification prioritization routing tracking and communication of requests across IT support infrastructure applications security and project delivery teams
• The role is the central coordination point among business stakeholders the Service Desk ServiceNow QIRA Business Technology Partners BTPs architects infrastructure teams application teams and project delivery organizations
• The Intake Manager supports a No Wrong Door experience in which each request is received assessed assigned tracked and governed through disposition

Key Responsibilities

Demand Intake Management

• Serve as the primary intake authority for incoming IT requests
• Govern demand entering through QIRA ServiceNow shared mailboxes Service Desk escalations BTP discussions leadership escalations and project requests
• Review requests for completeness business objective complexity ownership risk funding path and delivery requirements
• Route requests to the appropriate operational or project delivery team and maintain visibility through disposition

Request Triage and Classification

• Classify requests as incidents service requests enhancements standard changes project demand security demand infrastructure demand application demand or outofscope requests
• Validate categorization prioritization assignment accuracy and required request information
• Identify duplicate or overlapping requests and coordinate consolidation where appropriate
• Obtain missing information before routing requests for fulfillment or governance review

Funnel and Demand Governance

• Manage and govern the IT demand funnel
• Facilitate intake review sessions with business and IT stakeholders
• Assess request complexity priority risk dependencies expected outcomes and readiness
• Coordinate approval workflows and governance reviews
• Ensure project tready demand contains sufficient information for estimation and delivery planning
• Track funnel backlog aging ownership and disposition

QIRA Oversight

• Provide human oversight of AI assisted intake channels
• Monitor requests entering through QIRA and validate categorization and routing
• Manage ambiguous requests intake exceptions and failed handoffs
• Ensure ServiceNow records are created when appropriate
• Recommend improvements to intake automation and selfservice capabilities

ServiceNow Governance

• Maintain ServiceNow as the system of record for governed intake
• Monitor intake queues ticket quality data completeness categories priorities and assignment groups
• Verify workflow compliance and routing effectiveness
• Partner with ServiceNow administrators and process owners to identify workflow and automation improvements

Stakeholder Management

• Build effective working relationships with business leaders tower leads Service Desk leadership BTPs project managers enterprise architects security teams and vendor partners
• Facilitate ownership decisions when accountability is unclear
• Resolve routing conflicts and coordinate prioritization discussions
• Present intake metrics trends risks and escalations to leadership

Reporting and Continuous Improvement

• Produce intake dashboards aging reports routing accuracy reports demand trend reports and executive summaries
• Analyze recurring demand patterns bottlenecks and routing issues
• Recommend process improvements knowledge improvements and automation opportunities
• Support continuous improvement of intake efficiency and demand governance maturity

Required Qualifications

Area Requirement

• Education Bachelor degree in Information Technology Computer Science Business Information Systems or a related field Equivalent relevant experience may be considered
• Experience Seven or more years of IT Service Management experience including at least three years in intake management demand management portfolio management PMO governance or a related discipline
• Enterprise exposure Experience managing enterprise IT demand processes coordinating across multiple delivery teams and working with senior stakeholders
• ITSM knowledge Working knowledge of incident management request fulfillment change management demand management and service delivery governance

Required Skills and Tools

Area Skills Tools

• ITSM and demand ServiceNow demand management intake governance incident management request fulfillment change management
• Collaboration Microsoft 365 Microsoft Teams SharePoint
• Reporting Power BI Microsoft Excel ServiceNow reporting and dashboards
• Professional Executive communication stakeholder

Skills

Mandatory Skills : Service Management Consulting- SIAM, ITSM, Non-ITSM, ServiceNow ITSM