Queue & SLA Specialist — Ticketing Operations

Independent Software; Corridor North (MD); Vor Ort; USD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Generous benefits

Career development

Zusammenfassung

Independent Software is seeking a Queue Coordinator, Level 1, to support mission-critical operations. You will manage ticket queues, route work, ensure SLA compliance, and collaborate with customers and technical teams to maintain ticket quality and timely resolutions.

The role requires strong communication, IT operations experience, and the ability to prioritize in a fast-paced environment while maintaining meticulous documentation.

Qualifikationen

• High School Diploma or GED plus ten (10) years of relevant experience; OR
• Bachelor's degree plus five (5) years of relevant experience.
• Experience supporting IT operations, service desk, or ticket management.
• Proficiency with ticketing/IT service management systems.

Aufgaben

• Manage ticket queues, routing, prioritization, and SLA adherence.
• Validate incoming tickets for completeness and accuracy.
• Monitor SLAs and escalate issues as needed.
• Coordinate workflow between customers and technical teams.
• Escalate complex or stalled tickets per procedures.
• Maintain clear ticket documentation and status updates.
• Provide holiday coverage as needed.

Kenntnisse

Interpersonal skills

IT operations support

Ticketing systems

Prioritization

Documentation

Customer communication

Independent follow-up

MS Office

Ausbildung

High School Diploma or GED + 10 years experience

Bachelor's degree + 5 years experience

Tools

MS Office Suite

ITSM tools

Jobbeschreibung

Independent Software is seeking a Queue Coordinator, Level 1, to support mission-critical operations. You will manage ticket queues, route work, ensure SLA compliance, and collaborate with customers and technical teams to maintain ticket quality and timely resolutions.

The role requires strong communication, IT operations experience, and the ability to prioritize in a fast-paced environment while maintaining meticulous documentation.