Queue Coordinator I - IT Support & SLA Focus

Independent Software, Inc.; Columbia (MD); On-site; USD 52,000 - 76,000; Full time

Job summary

Independent Software, Inc. is seeking a Queue Coordinator, Level 1 to manage ticket queues, route requests, and ensure SLA adherence in a mission-critical operations environment. You will liaise with customers and technical teams, validate tickets, and escalate when needed to maintain service quality.

The role requires strong communication, IT operations experience, and familiarity with ticketing systems. Candidates must be available for a Saturday-Sunday 6:00 AM-6:00 PM and weekday shifts, with

Qualifications

• Strong interpersonal and communication skills.
• Experience supporting IT operations, service desk, ticket management, or similar customer-focused technical environment.
• Experience working with ticketing or IT service management systems.
• Ability to prioritize multiple requests and manage workload in a fast-paced environment.
• Strong attention to detail and ability to maintain accurate documentation.
• Ability to communicate effectively with customers, technicians, and management.
• Ability to independently track assignments and follow up to ensure timely resolution.
• Proficiency with Microsoft Office Suite is desired.

Responsibilities

• Serve as a central point of contact for ticket routing and provide support to customers and technicians by telephone, chat, and email.
• Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
• Monitor ticket queues and SLAs, prioritizing and assigning tickets based on urgency, impact, and remaining SLA time.
• Track assigned work and follow up with technicians or teams to prevent SLA breaches.
• Escalate complex, high-impact, or stalled tickets to higher-level support or management using established escalation procedures.
• Collaborate with technical teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
• Maintain clear and accurate ticket documentation and status information.
• Support a mission-essential environment, including holiday coverage when required.

Skills

Interpersonal skills

IT operations support

Ticketing systems experience

Prioritize workload

Attention to detail

Effective communication

Microsoft Office

Education

HS Diploma or GED + 10 years of relevant experience

Bachelor's degree + 5 years of relevant experience

Tools

Ticketing systems

Job description

Independent Software, Inc. is seeking a Queue Coordinator, Level 1 to manage ticket queues, route requests, and ensure SLA adherence in a mission-critical operations environment. You will liaise with customers and technical teams, validate tickets, and escalate when needed to maintain service quality.

The role requires strong communication, IT operations experience, and familiarity with ticketing systems. Candidates must be available for a Saturday-Sunday 6:00 AM-6:00 PM and weekday shifts, with