Ticket Coordinator - Service Desk

Mission First Inc.; Maryland; On-site; USD 60,000 - 80,000; Full time

Job summary

A leading service provider in Maryland is seeking U.S. citizens with an active TS/SCI with Polygraph for a Service Desk role. Responsibilities include managing ticket queues and ensuring high service levels. Candidates should have substantial customer service experience, strong communication skills, and familiarity with ITSM tools. The ideal applicant will thrive in a dynamic environment with strong time management abilities.

Qualifications

• Five years of experience in customer service or network operations.
• Two years supporting a large enterprise environment.
• Experience managing a customer-facing service organization.

Responsibilities

• Manage ticket queues for end-user concerns.
• Ensure service levels and objectives are met.
• Prioritize work and assign to technical resources.

Skills

Customer service experience

Strong communication skills

Time management

Ability to adapt and prioritize work

Interpersonal skills

Tools

ITSM tools (Remedy, Service Now)

Job description

Description

MUST BE U.S. CITIZEN
MUST HAVE ACTIVE TS/SCI WITH POLYGRAPH

DESCRIPTION

As part of a 24x7 Service Desk, perform the 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.

Requirements

• MUST BE U.S. CITIZEN
• MUST HAVE TS/SCI WITH POLYGRAPH
• Five (5) years’ experience in customer service, help desk, or network operations center environment. Two (2) years supporting a large Enterprise environment. Two (2) years’ experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis
• Experience working with customer technology and support requirements.
• Experience working with SLAs
• Strong time management and communication skills
• Ability to adapt and prioritize work independently in a dynamic environment
• Strong interpersonal and presentation skills
• Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
• Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
• Experience working in a customer service role desired

Desired: ITIL v3 Foundations certification desired.