Queue Coordinator TS/SCI w/ Poly — Mission-Critical

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

Benefits offered by this job

Competitive salary

Company Sponsored Health, Dental, and 

Vision Insurance

Company Paid Long Term Disability, SHD

Life Insurance

Employee Assistance Program

401(k) Profit Sharing Plan and Trust

Paid Time Off and Holidays

Paid training

Strong work-life balance

Job summary

Independent Software, located in Maryland, seeks a qualified Queue Coordinator, Level 1, to support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are routed, prioritized, and resolved within SLAs.

You will serve as the central point of contact for customers and technicians, monitor ticket queues, and collaborate with technical teams to maintain ticket quality and timely resolution.

Qualifications

• High School Diploma or GED plus ten years of relevant experience; OR Bachelor's degree plus five years of relevant experience.
• Experience supporting IT operations, service desk, or ticket management in a customer-focused environment.
• Experience 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.
• Strong communication with customers, technicians, and management.
• Ability to independently track assignments and ensure timely resolution.
• Proficiency with Microsoft Office Suite is desired.

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.

Skills

Interpersonal skills

Communication skills

Ticket management

IT operations experience

Prioritization

Documentation

Customer focus

MS Office proficiency

Education

Education requirement

Tools

Ticketing systems

Job description

Independent Software, located in Maryland, seeks a qualified Queue Coordinator, Level 1, to support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are routed, prioritized, and resolved within SLAs.

You will serve as the central point of contact for customers and technicians, monitor ticket queues, and collaborate with technical teams to maintain ticket quality and timely resolution.