Ticket Coordinator

CyberCore Technologies; Columbia (MD); On-site; USD 42,000 - 66,000; Full time

Job summary

CyberCore Technologies is seeking a Ticket Coordinator to oversee dedicated ticket queues, prioritizing work and assigning tickets to technical resources for timely resolution.

The role focuses on maintaining service levels and ensuring proper follow-up on resolved incidents, with clear escalation when work falls outside defined scopes.

Responsibilities

• Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring dedicated queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams.
• Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.
• Ensuring proper assignment of ticket as well as facilitation of resource allocation based on workload.

Job description

The Ticket Coordinator will perform activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

The job duties are as follows:

• Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring dedicated queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams.
• Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.
• Ensuring proper assignment of ticket as well as facilitation of resource allocation based on workload.