Queue Coordinator, Level 1.5

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 51,000 - 91,000; Full time

Job summary

Gladiatoremergence in Fort Meade, MD is seeking a Level 1.5 Queue Coordinator to monitor queues, assign tickets, verify routing, and coordinate on-site visits. The role requires 2–4 years in customer service or help desk, familiarity with Linux/Windows administration, and ITIL v3 Foundations certification preferred.

This on-site position offers a salary range of $50,687–$90,687 and requires TS/SCI + Full Scope Poly at start.

Qualifications

• 2–4 years in customer service, help desk, or NOC environment.
• Experience with Linux or Windows administration desired.
• ITIL v3 Foundations certification desired.

Responsibilities

• Monitor queues and assign tickets.
• Verify correct routing and reroute misrouted tickets.
• Prioritize tickets for resources based on location and skill.
• Notify on-site resources of high priority tickets.
• Coordinate on-site visits and follow-ups with end-users.
• Maintain ticket status within defined queues.
• Document resolutions and communications in tickets.
• Coordinate resource allocation to meet SLA targets.
• Provide shift turnover status to incoming personnel.

Skills

Queue management

Ticket routing

Customer service

Linux/Windows admin

Job description

GJB-0106 Fort Meade, MD TS/SCI + Full Scope Poly On-site $50,687 – $90,687

The Level 1.5 Queue Coordinator shall possess the following capabilities to perform the following routine tasks:

• Monitoring the queues and assigning tickets
• Verify correct routing of tickets and reroute incorrectly routed ticket
• Assign and prioritize tickets to support resources based on location and required skillset
• Notify on-site resources of critical or high priority tickets
• Coordinate ticket resolution activities with end-users to include scheduling of on-site visit and follow-up
• Maintain proper ticket status for all tickets within defined queues
• Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure
• Coordinate tasking of support resources to ensure SLA targets are met
• Provide status of tickets/events as part of shift turnover to incoming resource
• Assist with proper assignment of tickets as well as facilitation of resource allocation based on work load

Qualifications

Two (2) to four (4) years experience in customer service, help desk, or network operations center environment Experience with Linux or Windows administration desired ITIL v3 Foundations certification desired

Clearance

TS/SCI + Full Scope Poly, required at start.