Queue Coordinator

Flash Technology Group; Annapolis (MD); On-site; USD 87,000 - 98,000; Full time

Benefits offered by this job

401(k) with 6% company match - VESTSIM

Medical Insurance with HSA and HRA

Dental and Vision Insurance

Life and Disability Insurance

Identity Theft Protection

Tuition/Certification Reimbursement

Paid Time Off

Referral bonuses

And more!

Job summary

FLASH Technology Group is seeking a proactive Queue Coordinator to support ticket routing, triage, and customer/technician communication. This role focuses on maintaining ticket quality and adherence to established workflows.

You will validate tickets, monitor queues, and escalate issues as needed, collaborating with teams to optimize response times and prevent SLA breaches. This position requires strong interpersonal skills and IT knowledge.

Qualifications

• High school diploma or equivalent with 10 years of experience, or a bachelor's degree with 5 years of experience.
• Strong interpersonal and IT support skills are required.

Responsibilities

• Serve as a central point of contact for ticket routing via telephone, chat, and email.
• Validate incoming tickets to ensure they are complete, accurate and compliant with documented standards.
• Monitor queues and SLAs, prioritizing and assigning tickets by urgency and remaining SLA time.
• Track progress of assigned work and follow up to prevent SLA breaches.
• Escalate complex or stalled tickets to higher-level support following defined paths.
• Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.

Skills

Interpersonal skills

IT support

Education

HS/GED + 10 years experience

BS + 5 years experience

Tools

MS Office Suite

Job description

Queue Coordinator needed immediately!

Must have TS/SCI with active polygraph.

Hours:

Sun - Thurs, 2pm to 10pm, day training

Position Description:

• Serve as a central point of contact for ticket routing, providing support via telephone chat, and email to customers and technicians.


• Validate incoming tickets to ensure they are complete, accurate and compliant with established documentation and workflow standards.


• Monitor queues and SLA's, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time.


• Track progress of assigned work, following up with technicians or teams to prevent SLA breaches.


• Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined paths.


• Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.

Education Requirements:

• HS/GES and 10 years of experience, OR


• BS and 5 years of experience.

Mandatory Skills:

• Interpersonal skills


• Support IT

Desired Skills:

• MS Office Suite

Approximate Salary Range:

$86,800- $98,200. A variety of factors impact the final salary offered, including, but not limited to, geographic location, contract labor categories and wage rates, relevant work experience, specialized skills and competencies, education, and certifications.

Benefits:

• 401(k) with 6% company match - VESTS IMMEDIATELY


• Medical Insurance (with HSA and HRA options)


• Dental and Vision Insurance


• Life and Disability Insurance


• Complimentary Identity Theft Protection


• Tuition/Certification Reimbursement


• Paid Time Off


• Referral bonuses


• And more!

At Flash Technology Group, we truly care about our team, offering flexibility for a balanced life, competitive compensation, and a robust benefits package that supports you and your family. We prioritize well-being with premium healthcare, financial and family support, retirement planning, and ongoing learning. We’re committed to your growth and happiness!

Flash Technology Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other protected characteristic.