Ticket/Queue Coordinator

Lentech Inc.; Columbia (MD); On-site; USD 57,000 - 61,000; Full time

Job summary

Lentech, Inc. is seeking a Ticket Coordinator to manage dedicated ticket queues, prioritize work, and assign tasks to technical resources to meet service levels and customer expectations in a fast-paced environment.

The role emphasizes monitoring queues, routing out-of-scope tickets, coordinating resource allocation, and ensuring follow-up after resolution. A TS.SCI clearance with FSP through MD and at least one year of customer-facing or project-management experience are required.

Qualifications

• Active TS.SCI with Federal Security Program through MD is required.
• At least 1 year of experience in a customer-centric or project-management role.
• Ability to multitask and handle a high-stress environment.

Responsibilities

• Manage dedicated ticket queues, prioritize work, and assign tickets to technical resources to meet SLAs.
• Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and resolution.
• Monitor queues to ensure SLAs are maintained.
• Assign tickets out of scope to Service Desk/Other Teams.
• Ensure tickets relate to the parent ticket and follow up after resolution.
• Ensure proper ticket assignment and facilitate resource allocation based on workload.

Skills

TS.SCI w FSP through MD

Job description

Responsibilites:

• Ticket Coordinator to 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.
• 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 tickets as well as facilitation of resource allocation based on workload

Requirements

• Active and current TS.SCI w FSP through MD
• Must have 1 year of experience in either a customer centric environment such as an office adminstrative role or within a communications/project management role.
• Must be able to mult-task, communicate clearly and handle a high stress environment.

About Lentech, Inc.

Lentech, Inc.,providestechnology-enabled IT Solutions and Mission Technical Solutions to civil, defense and intelligence customers. Through our accumulated years of experience, industryexpertise, and strategic partnerships, Lentech has built mission-critical solutions for our federal and commercial customers.Lentech’sclients achieve full life-cycle support and cost-effective managed services supporting enterprise computing and applications initiatives for Government agencies.Lentech’sMission Technical Solutions Division is focused onprovidingengineering, operations, I&T and technical services to civil and defense customers primarily in the aerospace fields.

Lentech, Inc. is a performance-based company providing employees with challenging and interesting work, competitive pay and benefits, and opportunities to learn and grow. We focus onprovidingan environment of fun, sharing, collaboration and connection. Our culture is team oriented,non-hierarchicaland entrepreneurial. It gives people a chance toparticipateand be a factor in the company’s growth and success.

Lentech, Inc. is an Equal Employment Opportunity (EEO) employer and considers all qualified applicants for employment without regard to race, color, religion, gender identification, national origin, sexual orientation, age, marital status, disability, protected veteran status, or any other factor prohibited by applicable law. We are proud of the diversity of our staff and seek diversity in our applicants.

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our team members value the flexibility at Lentech that allows them to balance quality work and their personal lives. The range shown below is the national average for the position.

Salary range$57,023.00 $60,899.00