Entry-Level IT Service Desk Queue Coordinator

Independent Software, Inc.; Maryland; On-site; USD 55,000 - 75,000; Full time

Job summary

Independent Software is seeking a Queue Coordinator (Level 1) to support a mission-critical operations environment by managing ticket queues, routing requests, and ensuring SLA compliance.

You will liaise with customers and technical teams, validate tickets, track progress, and escalate when needed to prevent delays. The role requires TS SCI clearance, strong communication, and a willingness to work rotating schedules.

Qualifications

• Experience in IT service management or help desk operations.
• Experience with ticketing tools and workflow management.
• Ability to prioritize multiple requests in a fast-paced setting.
• Strong documentation and communication with customers and teams.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Manage ticket queues and ensure SLA adherence.
• Coordinate workflow and route requests to appropriate teams.
• Validate tickets for completeness and accuracy.
• Monitor queues, prioritize tasks, and escalate when needed.
• Maintain clear ticket documentation and status updates.
• Support holiday coverage as required.
• Communicate effectively with customers, technicians, and management.

Skills

Interpersonal skills

IT operations experience

Ticketing systems

Prioritization

Attention to detail

Documentation

Communication

Track assignments

MS Office

Education

High School Diploma or GED +10 years experience

Bachelor's degree +5 years experience

Job description

Independent Software is seeking a Queue Coordinator (Level 1) to support a mission-critical operations environment by managing ticket queues, routing requests, and ensuring SLA compliance.

You will liaise with customers and technical teams, validate tickets, track progress, and escalate when needed to prevent delays. The role requires TS SCI clearance, strong communication, and a willingness to work rotating schedules.