Queue Coordinator (IT Service Desk) - SLA-Driven Support

Independent Software, Inc.; Corridor North (MD); On-site; USD 54,000 - 70,000; Full time

Job summary

Independent Software, a critical operations partner, seeks a Queue Coordinator (Level 1) to manage ticket queues, route work, and ensure requests meet SLAs. You will act as a hub between customers and technical teams, verifying ticket accuracy and maintaining quality across channels.

You will monitor queues, prioritize tasks, and escalate complex issues while supporting day-to-day IT operations and holiday coverage as needed.

Qualifications

• Experience in IT operations, service desk, or ticket management.
• Ability to prioritize requests and meet SLAs.
• Strong documentation and communication skills.

Responsibilities

• Serve as central contact for ticket routing via phone, chat, and email.
• Validate incoming tickets for completeness and accuracy.
• Monitor queues and SLAs; prioritize and assign tickets.
• Track work and follow up to prevent SLA breaches.
• Escalate complex tickets per procedures.
• Collaborate with tech teams to improve ticket quality and workflow.
• Maintain clear ticket documentation and status.
• Support mission-essential operations, including holiday coverage.

Skills

Customer service

IT operations support

Ticketing systems

SLA management

Multitasking

Communication

MS Office

Education

Bachelor's degree + 5 years relevant experience

High School Diploma or GED + 10 years relevant experience

Tools

ITSM ticketing system

Microsoft Office

Job description

Independent Software, a critical operations partner, seeks a Queue Coordinator (Level 1) to manage ticket queues, route work, and ensure requests meet SLAs. You will act as a hub between customers and technical teams, verifying ticket accuracy and maintaining quality across channels.

You will monitor queues, prioritize tasks, and escalate complex issues while supporting day-to-day IT operations and holiday coverage as needed.