Queue Coordinator, Level 1

Independent Software; Maryland; On-site; USD 50,000 - 65,000; Full time

Job summary

Independent Software seeks a Queue Coordinator, Level 1, to manage ticket queues, route requests, and ensure SLA compliance in a fast-paced environment.

You will act as the primary liaison for customers and technical teams, validate tickets, monitor SLAs, and escalate when needed to maintain service quality.

Qualifications

• Strong interpersonal and communication skills.
• Experience supporting IT operations, service desk, or ticket management.
• Experience with ticketing or IT service management systems.
• Ability to prioritize requests in a fast-paced environment.
• Attention to detail and ability to document clearly.
• Effective communication with customers, technicians, and management.
• Ability to independently track assignments and follow up.
• Proficiency with Microsoft Office Suite is desired.

Responsibilities

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

Skills

Interpersonal communication

IT operations experience

Ticket management systems

Prioritization

Attention to detail

Customer/media management

Self-monitoring of assignments

MS Office proficiency

Education

High School Diploma or GED + 10 years experience

Bachelor's degree + 5 years 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 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:

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

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.