Ticketing Operations Project Lead

Ideatek; Wichita (KS); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive pay

Bonus potential

Medical & dental

Vision coverage

401k with match

Internet reimbursement

Tuition reimbursement

Community engagement

Culture of integrity

Job summary

IdeaTek is seeking a detail-oriented Ticket Project Coordinator to bridge queue operations and service excellence. You will oversee multi-channel tickets, prioritize work, and route items to the right teams while driving process improvements and SLAs.

You’ll analyze performance metrics like CSAT and TTR, lead operational projects, and collaborate with Support Operations to optimize automated routing and workflows. Remote or hybrid work is possible with occasional travel to Buhler.

Qualifications

• 2+ years of project coordination or queue management experience.
• Experience with enterprise ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong analytical skills with CSAT and SLA tracking.
• Ability to conduct trend analysis and implement process improvements.
• Exceptional organizational skills for high-volume workstreams.

Responsibilities

• Oversee incoming tickets across Email, Chat, Social, and Portal; route to appropriate teams.
• Monitor FRT, TTR and SLAs; enforce 'No Ticket Left Behind' auditing schedules.
• Conduct root-cause and trend analysis on ticket volume and bottlenecks.
• Track KPIs (CSAT, response rates, queue health) and translate into strategy.
• Fast-track high-priority issues; liaise between customer support and stakeholders.
• Partner with Support Operations to refine routing and ticketing workflows.

Skills

Project coordination

Queue management

Process improvement

Analytical thinking

Customer operations

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

IdeaTek is seeking a detail-oriented Ticket Project Coordinator to bridge queue operations and service excellence. You will oversee multi-channel tickets, prioritize work, and route items to the right teams while driving process improvements and SLAs.

You’ll analyze performance metrics like CSAT and TTR, lead operational projects, and collaborate with Support Operations to optimize automated routing and workflows. Remote or hybrid work is possible with occasional travel to Buhler.