Ticket Operations Lead — SLA & Process Optimizer

Ideatek Telcom LLC; Wichita (KS); Hybrid; USD 55,000 - 70,000; 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 for growth

Community engagement opportunities

Culture that values results and effort

Job summary

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We’re a tight-knit team that values initiative, data-driven decisions, and delivering exceptional service.

As a Ticket Project Coordinator, you’ll lead the operational side of our customer ticketing system, drive process improvements, monitor performance metrics, and ensure strict SLAs while keeping a focus on customer satisfaction.

Qualifications

• 2+ years of experience in project coordination, queue management, process improvement, or customer operations.
• Experience with enterprise-level ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong analytical skills with CSAT, SLA compliance, response rate metrics, and ticket lifecycle knowledge.
• Proven ability to conduct trend analysis and implement structured process improvements.
• Excellent organizational skills 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 First Response Time (FRT), Time to Resolution (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 to streamline ticket lifecycles and increase operational efficiencies.
• Track key performance indicators (KPIs) including CSAT, response rates, agent resolution rates, and queue health. Translate metrics into operational strategy to elevate overall customer satisfaction.
• 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 based on efficiency metrics.

Skills

Project coordination

Queue management

Process improvement

Customer operations

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We’re a tight-knit team that values initiative, data-driven decisions, and delivering exceptional service.

As a Ticket Project Coordinator, you’ll lead the operational side of our customer ticketing system, drive process improvements, monitor performance metrics, and ensure strict SLAs while keeping a focus on customer satisfaction.