Ticket & Queue Coordinator - SLA & Incident Triage

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

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.