IT Service Desk: Ticket & Queue Coordinator

Lentech, Inc.; Columbia (MD); On-site; USD 57,000 - 61,000; Full time

Job summary

Lentech, Inc. is seeking a detail-oriented Ticket Coordinator to manage dedicated ticket queues, prioritize work, and assign tickets to technical resources for efficient resolution while ensuring service levels are met.

You will monitor queues, ensure SLAs are maintained, escalate out-of-scope tickets to the Service Desk or other teams, and coordinate resource allocation based on workload to support federal and commercial customers.

Qualifications

• Active TS.SCI w/FSP through MD clearance.
• 1 year of experience in a customer-centric environment or in communications/project management.
• Ability to multitask, communicate clearly and handle a high-stress environment.

Responsibilities

• Manage dedicated ticket queues and prioritize work for resolution.
• Assign tickets to technical resources for troubleshooting.
• Monitor queues to ensure SLAs are maintained.
• Escalate tickets out of scope to Service Desk/Other teams.
• Ensure tickets relate to the parent ticket and follow up after resolution.
• Coordinate resource allocation based on workload.

Skills

Ticket coordination

Prioritization

Clear communication

Multitasking

Job description

Lentech, Inc. is seeking a detail-oriented Ticket Coordinator to manage dedicated ticket queues, prioritize work, and assign tickets to technical resources for efficient resolution while ensuring service levels are met.

You will monitor queues, ensure SLAs are maintained, escalate out-of-scope tickets to the Service Desk or other teams, and coordinate resource allocation based on workload to support federal and commercial customers.