Ticket Operations Lead - Remote/Hybrid SLA Champion

Ideatek Telcom LLC; Buhler (KS); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Bonus potential

Medical, dental, vision

401k with match

Internet reimbursement

Tuition reimbursement

Community involvement

Culture that values results

Job summary

IdeaTek is seeking a Ticket Project Coordinator to bridge queue operations, process optimization, and service excellence in our Kansas foothold. You will lead the operational project aspects of our customer ticketing system and drive improvements that keep SLAs tight and customers satisfied.

In this role you will analyze performance, triage tickets across channels, coordinate with support, engineering, and billing, and shepherd workflows from triage to resolution in a fast-paced,

Qualifications

• 2+ years of experience in project coordination or queue management.
• Experience with enterprise-level ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong analytical skills tracking CSAT, SLA compliance, response rate metrics, and ticket lifecycle stages.
• Ability to conduct trend analysis and implement structured process improvements.
• Excellent organizational skills to manage high-volume workstreams.

Responsibilities

• Oversee incoming tickets across all channels; classify, prioritize, and route to appropriate teams.
• Monitor FRT, TTR, and ticket SLAs; enforce no ticket left behind standard.
• Conduct root-cause and trend analysis on ticket volume and bottlenecks.
• Track KPIs (CSAT, response rates, agent resolution) and translate into actions.
• Fast-track high-priority issues and act as liaison between support and stakeholders.
• Refine automated routing, macros, and ticketing workflows with Support Operations.

Skills

Ticket coordination

Process improvement

Data analysis

SLA management

Communication

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

IdeaTek is seeking a Ticket Project Coordinator to bridge queue operations, process optimization, and service excellence in our Kansas foothold. You will lead the operational project aspects of our customer ticketing system and drive improvements that keep SLAs tight and customers satisfied.

In this role you will analyze performance, triage tickets across channels, coordinate with support, engineering, and billing, and shepherd workflows from triage to resolution in a fast-paced,