Queue Coordinator

ManTech; Corridor North (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company is seeking a Queue Coordinator to enhance service management in Annapolis Junction, MD. Responsibilities include ticket management and technical support, ensuring high standards for customer service. Candidates should possess 3+ years of experience or a combination of education and experience alongside a required certification. This role supports a dynamic team environment with opportunities for future learning.

Qualifications

• 3+ years of experience in customer service or 1+ year with Bachelor's degree.
• Willingness to learn Queue Coordinator functions.
• Must attain Security + certification within 6 months.

Responsibilities

• Manage service tickets throughout their lifecycle.
• Provide technical assistance for Remote Monitoring.
• Coordinate with Site Leads on ticket prioritization.

Skills

Customer Service

Technical Support

Workflow Management

Education

High School Diploma

Bachelor's Degree

IAT Level II Certification

Job description

ManTech seeks an experienced and passionate, career and customer-oriented Queue Coordinator to join our team in Annapolis Junction, MD. The successful candidate will be responsible for installing and troubleshooting all desktop devices to include desktop VTCs and associated equipment, such as MFDs, laptops, and conference rooms.

2nd Shift Monday – Friday 2:00 pm – 10:00 pm

Responsibilities include, but are not limited to:

Review, assign, reconcile and support the management of service tickets throughout their lifecycle

Provide technical assistance and telephonic support for Remote Monitoring to Intel Customers

Help coordinate with IT service providers and communicate outages and plans for recovery

Help provide technical assistance and support for Workflow Management services

Communicates with technicians to determine task assignments

Coordinates with Site Leads and Regional Managers on ticket prioritization and assignments

Conducts database research to support ticket requirements

Follows up with other work centers to ensure task completion and task assignment

Monitor and support ticket workflows

Minimum Qualifications:

3+ years of experience in customer service with High school diploma or 1+ year in customer service with Bachelor degree and willingness to learn Queue coordinator functions throughout the position

Must be willing to work the 2nd Shift Monday – Friday 2:00 pm – 10:00 pm

Possess an IAT level II baseline certification as defined by DoD 8570.01-M such as Security + *Must attain within 6 months.

Clearance Requirements:

Must have a current/active TS/SCI w/ Poly

Physical Requirements:

Must be able to be in a stationary position more than 50% of the time

Constantly operates a computer and other office productivity machinery, such as a computer

The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

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