Ticket Operations Lead - SLA Focused (TS/SCI)

Independent Software, Inc.; Columbia (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

Independent Software, as a Ticket Coordinator, you will manage dedicated ticket queues to ensure end-user issues are prioritized and assigned to the appropriate technical resources for resolution. You will monitor ticket activity, support resource allocation, and help ensure SLAs and objectives are consistently met in a fast-paced, high-stress environment.

This role demands strong organization, excellent communication, and the ability to multitask while handling multiple priorities.

Qualifications

• Minimum 1 year in a customer-centric or admin environment.
• Strong organizational and multitasking abilities.
• Clear, professional communication and prioritization skills.

Responsibilities

• Monitor ticket queues and assign tickets to appropriate technical resources for troubleshooting and resolution.
• Monitor queues to ensure SLAs are maintained.
• Route tickets outside the team's scope to the Service Desk or appropriate support team.
• Ensure tickets are properly linked to the parent ticket.
• Follow up after incidents are resolved.
• Assign tickets based on technical support needs.
• Facilitate resource allocation based on workload and ticket volume.
• Manage multiple priorities while communicating clearly with technical teams and stakeholders.

Skills

Customer-focused

Organizational skills

Multitasking

Communication

Prioritization

Work under pressure

Job description

Independent Software, as a Ticket Coordinator, you will manage dedicated ticket queues to ensure end-user issues are prioritized and assigned to the appropriate technical resources for resolution. You will monitor ticket activity, support resource allocation, and help ensure SLAs and objectives are consistently met in a fast-paced, high-stress environment.

This role demands strong organization, excellent communication, and the ability to multitask while handling multiple priorities.