Duty Manager - IT Support at Bpcs

Who is Blueprint? We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun. What does Blueprint do? Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies. Why Blueprint? At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint. In This Role In this role, you will serve as a critical operational coordinator responsible for maintaining queue health, protecting service levels, and ensuring cases are routed accurately and efficiently. You will continuously monitor inbound work, assess priority and ownership, and assign cases to the appropriate individuals or teams within strict turnaround targets. Success in this role requires strong operational judgment, attention to detail, and the ability to coordinate effectively across regions, time zones, and stakeholder groups. You will also play an important role in escalation support, capacity planning, and operational continuity, helping ensure consistent service delivery and minimal disruption during holidays, offsite events, or coverage gaps. Responsibilities • 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 • Respond promptly to inbound chat and email requests, prioritizing high-visibility or time-sensitive communications • 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 • Support escalation workflows by identifying the correct escalation path and facilitating timely handoffs to specialized or senior teams • Ensure adequate global coverage across regions and time zones, accounting for out-of-office schedules, holidays, and special events • Communicate assignments, risks, and urgent actions clearly to engineers, duty leads, and leadership through approved channels • Provide clear and thorough handover documentation between shifts or regions to maintain operational continuity • Follow established duty management processes, standards, and tool usage requirements • 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 Qualifications • Experience in an operational, administrative, or back‑office support role within a fast‑paced environment • 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 • Excellent written and verbal communication skills, with the ability to convey urgency and clarity to varied stakeholders • Proven ability to work across time zones, regions, and cross‑functional teams • Strong organizational skills and attention to detail, with the ability to manage multiple concurrent priorities • Comfort using case management, ticketing, collaboration, and reporting tools • Ability to follow defined processes while exercising sound judgment in ambiguous situations Preferred Qualifications • Prior experience in a duty manager, queue manager, service coordinator, or similar operational role • Exposure to global support operations or enterprise‑scale service environments • Experience supporting escalation management or high‑visibility customer scenarios • Familiarity with capacity planning, coverage modeling, or workforce management concepts • Experience contributing to operational reporting, metrics tracking, or service reviews • Demonstrated ability to identify process gaps and suggest operational improvements Salary Range 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. For candidates based in Washington State, the anticipated salary range is $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. Equal Opportunity Employer Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law. If you need assistance or a reasonable accommodation to complete the application process, please reach out to: [Upgrade to PRO to see contact] Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes: • Medical, dental, and vision coverage • Flexible Spending Account • 401k program • Competitive PTO offerings • Parental Leave • Opportunities for professional growth and development Location: Remote