Queue Coordinator, Level 1

Independent Software, Inc.; Annapolis (MD); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Competitive pay

Generous benefits

Career development

Work-life balance

Job summary

Independent Software, Inc. is seeking a Queue Coordinator, Level 1, to support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are properly routed, prioritized, and resolved within SLAs.

You will be the central point of contact for customers and technical teams, validate tickets, monitor queues, escalate when needed, and collaborate with IT staff.

Qualifications

• Experience in IT service management or help desk environments.
• Ability to prioritize workload in a fast-paced setting.
• Proven documentation accuracy and ticket routing skills.
• Strong communication with customers, technicians, and management.
• Experience with ticketing systems required.
• Flexibility for holiday coverage as needed.

Responsibilities

• Serve as central point for ticket routing and support via phone, chat, and email.
• Validate incoming tickets for completeness and accuracy.
• Monitor queues and SLAs, prioritize tickets by urgency and impact.
• Track work and follow up to prevent SLA breaches.
• Escalate complex tickets using established escalation procedures.
• Collaborate with technical teams to improve ticket quality and workflow.
• Maintain clear ticket documentation and status.
• Support mission-essential environment, including holiday coverage.

Skills

Interpersonal & communication skills

IT operations support

Ticketing / ITSM systems

Prioritize multiple requests

Attention to detail

Effective communication with customers

Independent tracking of assignments

MS Office proficiency

Education

HS Diploma or GED + 10y experience

Bachelor's degree + 5y experience

Job description

What You Will Do:

At Independent Software, as a Queue Coordinator, Level 1, you will support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are properly routed, prioritized, and resolved within established Service Level Agreements (SLAs).

You will serve as a central point of contact for customers and technical teams, monitor incoming requests for accuracy and completeness, track tickets through resolution, and elevate issues when necessary. You will work closely with technical teams to maintain ticket quality, prevent SLA breaches, and support efficient day-to-day operations.

Key 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.

Required Skills and Qualifications:

• Strong interpersonal and communication skills.
• Experience supporting IT operations, service desk, help desk, ticket management, or a 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.

Education and Experience:

• High School Diploma or GED plus ten (10) years of relevant experience; OR
• Bachelor's degree plus five (5) years of relevant experience.

Schedule:

Candidates must be available to work the following schedule: Sunday-Thursday, 2:00 PM–10:00 PM.

Initial training will be conducted Monday–Friday, 7:00 AM–3:00 PM.

This position is mission essential and may require work on holidays when necessary.

Clearance Requirement:

• Must possess an active TS SCI with appropriate Polygraph to be considered for this role

Why Choose Independent Software:

• Support critical national security missions that matter
• Be part of a close-knit, employee-first culture where your voice is heard
• Expand your skills through ongoing training, mentorship, and career development
• Enjoy competitive compensation, generous benefits, and work-life balance

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.