On-Site Queue Coordinator for Mission-Critical IT Support

att; Columbia (MD); On-site; USD 33,000 - 69,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays

Paid Parental Leave

Paid Caregiver Leave

Disability Benefits

Life and AD&D insurance

Employee discounts on AT&T plans

Job summary

AT&T Global Public Sector in Columbia, Maryland, is seeking a Queue Coordinator to manage ticket flow, prioritize requests, and route work to the appropriate resources. The role requires TS/SCI with polygraph and a minimum of 1 year in a related environment, with office presence five days per week.

You will monitor queues, maintain SLA performance, and coordinate across teams to ensure timely resolution and compliance.

Qualifications

• 1 year of experience in customer service, help desk, or NOC environment.
• Basic understanding of Windows applications (Excel, Outlook, Word, PowerPoint).
• Able to work any shift between 6am and 6pm.
• Requires TS/SCI clearance with polygraph.

Responsibilities

• Monitor real-time ticket queues and route tickets to technical resources.
• Oversee ticket handling to meet SLAs and escalate as needed.
• Allocate resources and balance workload across the contract.
• Ensure compliance with contractual obligations and quality standards.
• Follow a set coverage schedule across all shifts.

Skills

Customer service

NOC experience

Team collaboration

Tools

Excel

Outlook

Word

PowerPoint

Job description

AT&T Global Public Sector in Columbia, Maryland, is seeking a Queue Coordinator to manage ticket flow, prioritize requests, and route work to the appropriate resources. The role requires TS/SCI with polygraph and a minimum of 1 year in a related environment, with office presence five days per week.

You will monitor queues, maintain SLA performance, and coordinate across teams to ensure timely resolution and compliance.