Queue Coordinator, Level 1

Independent Software; Corridor North (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Generous benefits

Career development

Job summary

Independent Software is seeking a Queue Coordinator, Level 1, to support mission-critical operations. You will manage ticket queues, route work, ensure SLA compliance, and collaborate with customers and technical teams to maintain ticket quality and timely resolutions.

The role requires strong communication, IT operations experience, and the ability to prioritize in a fast-paced environment while maintaining meticulous documentation.

Qualifications

• High School Diploma or GED plus ten (10) years of relevant experience; OR
• Bachelor's degree plus five (5) years of relevant experience.
• Experience supporting IT operations, service desk, or ticket management.
• Proficiency with ticketing/IT service management systems.

Responsibilities

• Manage ticket queues, routing, prioritization, and SLA adherence.
• Validate incoming tickets for completeness and accuracy.
• Monitor SLAs and escalate issues as needed.
• Coordinate workflow between customers and technical teams.
• Escalate complex or stalled tickets per procedures.
• Maintain clear ticket documentation and status updates.
• Provide holiday coverage as needed.

Skills

Interpersonal skills

IT operations support

Ticketing systems

Prioritization

Documentation

Customer communication

Independent follow-up

MS Office

Education

High School Diploma or GED + 10 years experience

Bachelor's degree + 5 years experience

Tools

MS Office Suite

ITSM tools

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.