Queue Coordinator - TS SCI; Mission-Critical IT Support

Independent Software; Maryland; Vor Ort; USD 52.000 - 75.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Company Sponsored Health, Dental, and

Vision Insurance

Company Paid Long Term Disability

Short Term Disability and Life

Employee Assistance Program

401(k) Profit Sharing Plan

Paid Time Off and Holidays

Paid training

Work-life balance

Zusammenfassung

Independent Software is seeking a Queue Coordinator, Level 1, in Annapolis Junction, MD to support a mission-critical operations environment. The role focuses on managing ticket queues, routing work, and ensuring requests are properly tracked and resolved within SLAs, while coordinating with customers and technical teams.

The ideal candidate will have strong communication skills, experience with IT service management, and the ability to prioritize in a fast-paced setting.

Qualifikationen

• High School Diploma or GED plus ten (10) years of relevant experience; OR Bachelor's degree plus five (5) years of relevant experience.

Aufgaben

• 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.

Kenntnisse

Interpersonal skills

Communications skills

IT service management

Multitasking

Documentation

Customer communication

Microsoft Office

Ausbildung

High School Diploma or GED

Bachelor's degree

Jobbeschreibung

Independent Software is seeking a Queue Coordinator, Level 1, in Annapolis Junction, MD to support a mission-critical operations environment. The role focuses on managing ticket queues, routing work, and ensuring requests are properly tracked and resolved within SLAs, while coordinating with customers and technical teams.

The ideal candidate will have strong communication skills, experience with IT service management, and the ability to prioritize in a fast-paced setting.