Queue Coordinator — Government IT Ops (TS/SCI)

AT&T; 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 Insurance

Employee discounts

Job summary

AT&T Global Public Sector is seeking a Queue Coordinator to support a large government contract at our Columbia, Maryland site. The role requires office presence five days a week and focuses on orchestrating ticket flow, prioritizing work, and routing requests to the right technical resources for timely resolution.

You will work in a fast-paced, team-oriented environment, ensure SLAs are met, and collaborate across shifts while maintaining compliance with contractual obligations and quality

Qualifications

• Experience in a customer service, help desk, or NOC environment.
• Basic understanding of Windows applications including Excel, Outlook, Word, and PowerPoint.
• Able to adapt to multiple work environments and shifts.
• Flexible to work any shift between 6am and 6pm.
• Demonstrated teamwork and clear communication with colleagues and stakeholders.

Responsibilities

• Monitor dedicated ticket queues in real-time, assigning and routing tickets to the appropriate technical resources for resolution.
• Oversee and track all tickets to ensure they are handled within contractual SLAs and escalate issues as needed.
• Assess team workload and facilitate effective distribution of tickets across the contract.
• Ensure all ticket handling follows strict contractual obligations and quality standards.
• Follow and maintain a set coverage schedule to guarantee seamless queue management across all shifts.
• Participate actively in a team-based environment, sharing responsibilities and best practices.
• Adapt quickly to changing processes, technologies, and environments to keep operations running smoothly.

Skills

Customer service

NOC experience

Team collaboration

Adaptability

Shift flexibility

Tools

Windows

Microsoft Office

Job description

AT&T Global Public Sector is seeking a Queue Coordinator to support a large government contract at our Columbia, Maryland site. The role requires office presence five days a week and focuses on orchestrating ticket flow, prioritizing work, and routing requests to the right technical resources for timely resolution.

You will work in a fast-paced, team-oriented environment, ensure SLAs are met, and collaborate across shifts while maintaining compliance with contractual obligations and quality