Queue Coordinator

FLASH Technology Group; Corridor North (MD); On-site; USD 87,000 - 98,000; Full time

Benefits offered by this job

401k with match

Health insurance with HSA/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 manage ticket routing and provide front-line support to customers and technicians via phone, chat, and email.

You will validate tickets, monitor queues and SLAs, prioritize tasks, and escalate complex issues when needed, ensuring timely resolutions and workflow efficiency across teams.

Qualifications

• High school or equivalent with 10 years' relevant experience.
• Bachelor's degree with 5+ years' experience.
• Strong interpersonal and IT support skills.

Responsibilities

• Serve as central point of contact for ticket routing via phone, chat, and email.
• Validate incoming tickets for completeness and compliance with standards.
• Monitor queues and SLAs, prioritize and assign tickets.
• Track progress and follow up to prevent SLA breaches.
• Escalate complex issues to higher-level support.
• Collaborate with teams to improve ticket quality and workflow.

Skills

Interpersonal skills

Support IT

MS Office Suite

Education

HS/GES and 10 years of experience

BS and 5 years of experience

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.