On-Site Queue Coordinator – Level 1.5 (TS/SCI)

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 51,000 - 91,000; Full time

Job summary

Gladiatoremergence in Fort Meade, MD is seeking a Level 1.5 Queue Coordinator to monitor queues, assign tickets, verify routing, and coordinate on-site visits. The role requires 2–4 years in customer service or help desk, familiarity with Linux/Windows administration, and ITIL v3 Foundations certification preferred.

This on-site position offers a salary range of $50,687–$90,687 and requires TS/SCI + Full Scope Poly at start.

Qualifications

• 2–4 years in customer service, help desk, or NOC environment.
• Experience with Linux or Windows administration desired.
• ITIL v3 Foundations certification desired.

Responsibilities

• Monitor queues and assign tickets.
• Verify correct routing and reroute misrouted tickets.
• Prioritize tickets for resources based on location and skill.
• Notify on-site resources of high priority tickets.
• Coordinate on-site visits and follow-ups with end-users.
• Maintain ticket status within defined queues.
• Document resolutions and communications in tickets.
• Coordinate resource allocation to meet SLA targets.
• Provide shift turnover status to incoming personnel.

Skills

Queue management

Ticket routing

Customer service

Linux/Windows admin

Job description

Gladiatoremergence in Fort Meade, MD is seeking a Level 1.5 Queue Coordinator to monitor queues, assign tickets, verify routing, and coordinate on-site visits. The role requires 2–4 years in customer service or help desk, familiarity with Linux/Windows administration, and ITIL v3 Foundations certification preferred.

This on-site position offers a salary range of $50,687–$90,687 and requires TS/SCI + Full Scope Poly at start.