Remote Ticket Ops Lead: Process & SLA Excellence

Ideatek; Wichita (KS); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive pay + bonus potential

Medical, dental, vision, life, and 401

Free coaching/counseling for employees

Free internet service or reimbursement

Tuition reimbursement

Community engagement opportunities

Culture that values results

Job summary

IdeaTek is a Kansas-based telecommunications provider delivering fast, reliable internet and local, caring support. The Ticket Project Coordinator will bridge queue operations, process optimization, and service excellence, leading the customer ticketing system as the operational project lead.

You will drive improvements, analyze performance metrics, and optimize workflows to meet stringent SLAs and achieve high CSAT in a fast-paced environment.

Qualifications

• 2+ years of experience in project coordination, queue management, process improvement, or customer operations.
• Demonstrated experience with enterprise-level ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong analytical skills with hands-on experience tracking CSAT, SLA compliance, response rate metrics, and ticket lifecycle stages.
• Proven capability to conduct trend analysis, identify systemic inefficiencies, and implement structured process improvements.
• Exceptional organizational skills and the bandwidth to manage high-volume workstreams without losing sight of details.

Responsibilities

• Oversee incoming tickets across all channels (Email, Chat, Social, Portal). Classify, prioritize, and route tickets to appropriate support tiers, field operations, engineering, or billing teams.
• Monitor FRT, TTR, and strict ticket SLAs. Execute auditing schedules to enforce a 'No Ticket Left Behind' standard, identifying stalled tickets and unblocking bottlenecks.
• Conduct root-cause and trend analysis on ticket volume, recurring operational friction, and system bottlenecks. Lead continuous process improvement projects.
• Track KPIs including CSAT, response rates, agent resolution rates, and queue health. Translate metrics into operational strategy.
• Fast-track high-priority/high-severity issues. Act as the project liaison between customer support and key stakeholders.
• Partner with Support Operations to refine automated routing, macros, trigger systems, and ticketing platform workflows.

Skills

Project coordination

Queue management

Process improvement

Customer operations

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

IdeaTek is a Kansas-based telecommunications provider delivering fast, reliable internet and local, caring support. The Ticket Project Coordinator will bridge queue operations, process optimization, and service excellence, leading the customer ticketing system as the operational project lead.

You will drive improvements, analyze performance metrics, and optimize workflows to meet stringent SLAs and achieve high CSAT in a fast-paced environment.