Queue Coordinator, Level 1

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

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:

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

Ready to take the next step in your career? Join us and be part of something bigger.

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.