Ticketing & SLA Navigator

Independent Software, Inc.; Maryland; Vor Ort; USD 50.000 - 70.000; Vollzeit

Zusammenfassung

Independent Software, Inc. is seeking a Level 1 Queue Coordinator to manage ticket queues, route requests, and ensure SLA-aligned resolutions in a mission-critical operations environment.

You will be the central contact for customers and technical teams, ensuring tickets are complete, correctly routed, and prioritized for timely resolution. The role requires strong communication skills, IT operations experience, and familiarity with ticketing systems.

Qualifikationen

• Must have active TS SCI clearance with polygraph.
• Experience in IT operations, service desk, or ticket management.
• Experience with ticketing/IT service management systems.
• Ability to prioritize multiple requests and manage workload in a fast-paced environment.
• Strong attention to detail and documentation accuracy.
• Effective communication with customers, technicians, and management.
• Ability to independently track assignments and follow up for timely resolution.
• Proficiency with Microsoft Office Suite is desirable.

Aufgaben

• Serve as central point for ticket routing and support to customers and technicians by telephone, chat, and email.
• Validate incoming tickets for completeness and compliance with standards.
• Monitor queues and SLAs, assign tickets by urgency and impact.
• Track work and follow up to prevent SLA breaches.
• Escalate complex or stalled tickets per procedures.
• Collaborate with technical teams to improve ticket routing and workflow.
• Maintain clear ticket documentation and status information.
• Support mission-critical operations, including holiday coverage when required.

Kenntnisse

Interpersonal communication

IT operations experience

Ticketing systems experience

Prioritization

Attention to detail

Clear communication with stakeholders

Own ticket tracking

MS Office proficiency

Ausbildung

High School Diploma or GED + 10 years experience

Bachelor's degree + 5 years experience

Tools

ITSM ticketing systems

Microsoft Office Suite

Jobbeschreibung

Independent Software, Inc. is seeking a Level 1 Queue Coordinator to manage ticket queues, route requests, and ensure SLA-aligned resolutions in a mission-critical operations environment.

You will be the central contact for customers and technical teams, ensuring tickets are complete, correctly routed, and prioritized for timely resolution. The role requires strong communication skills, IT operations experience, and familiarity with ticketing systems.