Queue Coordinator, Level 1

Independent Software, Inc.; Maryland; On-site; USD 55,000 - 75,000; Full time

Job summary

Independent Software is seeking a Queue Coordinator (Level 1) to support a mission-critical operations environment by managing ticket queues, routing requests, and ensuring SLA compliance.

You will liaise with customers and technical teams, validate tickets, track progress, and escalate when needed to prevent delays. The role requires TS SCI clearance, strong communication, and a willingness to work rotating schedules.

Qualifications

• Experience in IT service management or help desk operations.
• Experience with ticketing tools and workflow management.
• Ability to prioritize multiple requests in a fast-paced setting.
• Strong documentation and communication with customers and teams.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Manage ticket queues and ensure SLA adherence.
• Coordinate workflow and route requests to appropriate teams.
• Validate tickets for completeness and accuracy.
• Monitor queues, prioritize tasks, and escalate when needed.
• Maintain clear ticket documentation and status updates.
• Support holiday coverage as required.
• Communicate effectively with customers, technicians, and management.

Skills

Interpersonal skills

IT operations experience

Ticketing systems

Prioritization

Attention to detail

Documentation

Communication

Track assignments

MS Office

Education

High School Diploma or GED +10 years experience

Bachelor's degree +5 years 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 escal

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.