IT Service Queue Coordinator — SLA & Ticket Resolution

RiseMe; Columbia (MD); On-site; USD 57,000 - 61,000; Full time

Job summary

Lentech, Inc. is seeking a Ticket Coordinator in Maryland to manage dedicated ticket queues, prioritize work, and assign tickets to technical resources to meet SLAs.

You will monitor queues, triage tickets, ensure proper escalation, and support cross-team coordination in a fast-paced environment. A TS.SCI with FSP through MD is required, along with strong communication and multitasking abilities.

Qualifications

• Active TS.SCI with FSP through MD.
• Must be able to multitask, communicate clearly and handle a high stress environment.

Responsibilities

• Ticket Coordinator to perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.
• Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring dedicated queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
• Ensuring proper assignment of tickets as well as facilitation of resource allocation based on workload

Skills

Multitasking

Clear communication

Stress management

Education

TS.SCI with FSP through MD

Job description

Lentech, Inc. is seeking a Ticket Coordinator in Maryland to manage dedicated ticket queues, prioritize work, and assign tickets to technical resources to meet SLAs.

You will monitor queues, triage tickets, ensure proper escalation, and support cross-team coordination in a fast-paced environment. A TS.SCI with FSP through MD is required, along with strong communication and multitasking abilities.