Queue Coordinator, Level 1

Independent Software, Inc.; Maryland; On-site; USD 50,000 - 70,000; Full time

Job summary

Independent Software, Inc. is seeking a Level 1 Queue Coordinator to manage ticket queues, route requests, and ensure SLA-aligned resolutions in a mission-critical operations environment.

You will be the central contact for customers and technical teams, ensuring tickets are complete, correctly routed, and prioritized for timely resolution. The role requires strong communication skills, IT operations experience, and familiarity with ticketing systems.

Qualifications

• Must have active TS SCI clearance with polygraph.
• Experience in IT operations, service desk, or ticket management.
• Experience with ticketing/IT service management systems.
• Ability to prioritize multiple requests and manage workload in a fast-paced environment.
• Strong attention to detail and documentation accuracy.
• Effective communication with customers, technicians, and management.
• Ability to independently track assignments and follow up for timely resolution.
• Proficiency with Microsoft Office Suite is desirable.

Responsibilities

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

Skills

Interpersonal communication

IT operations experience

Ticketing systems experience

Prioritization

Attention to detail

Clear communication with stakeholders

Own ticket tracking

MS Office proficiency

Education

High School Diploma or GED + 10 years experience

Bachelor's degree + 5 years experience

Tools

ITSM ticketing systems

Microsoft Office Suite

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 escalation 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.