On-Site Mission-Critical IT Queue Coordinator

Cricket Wireless LLC.; Columbia (MD); On-site; USD 33,000 - 72,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement

Paid Time Off and Holidays

Paid Parental Leave

Paid Caregiver Leave

Adoption Reimbursement

Disability Benefits

Life Insurance

Employee Discounts on AT&T plans

Job summary

AT&T Global Public Sector is seeking a Queue Coordinator to support a large government contract. The role centers on managing ticket flow, prioritizing tasks, and ensuring adherence to SLAs.

You will coordinate resources across shifts from a Columbia, Maryland location, with a 40-hour work week and strict process compliance. Required TS/SCI clearance with polygraph, strong teamwork, and ability to adapt to evolving procedures.

Qualifications

• Minimum 1 year in a customer service, help desk, or NOC environment.
• Basic understanding of Windows applications including Excel, Outlook, Word, and PowerPoint.
• Flexible to work any shift between 6am and 6pm.
• Ability to collaborate with team members and stakeholders to meet goals.
• Requires TS/SCI clearance with polygraph.

Responsibilities

• Monitor real-time ticket queues and route tickets to the appropriate resources.
• Prioritize tickets and track performance to meet SLAs.
• Assess workload and distribute tickets to balance resources across the contract.
• Ensure all ticket handling complies with contractual obligations and quality standards.
• Maintain a fixed coverage schedule across all shifts.
• Collaborate with team to share responsibilities and best practices.
• Adapt to changing processes and technologies to keep operations smooth.

Skills

1 year experience

Windows apps

Adaptability

Shift flexibility

Team collaboration

Tools

Excel

Outlook

Word

PowerPoint

Job description

AT&T Global Public Sector is seeking a Queue Coordinator to support a large government contract. The role centers on managing ticket flow, prioritizing tasks, and ensuring adherence to SLAs.

You will coordinate resources across shifts from a Columbia, Maryland location, with a 40-hour work week and strict process compliance. Required TS/SCI clearance with polygraph, strong teamwork, and ability to adapt to evolving procedures.