Queue Coordinator, Level 1

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

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 escalates 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

Candidates Must Meet One Of The Following

• 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

Saturday-Sunday, 6:00 AM-6:00 PM and Monday-Thursday, 7:00 AM-3:00 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

At Independent Software, our people are the mission. We've built a company around collaboration, integrity, and innovation and we make sure our team has the tools and support to grow, succeed, and thrive.

When You Join Us, You Will

• 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.