Tier 2 SysAdmin: Workflow Queue Lead (Weekend Shifts)

Castello Systems, Inc.; Corridor North (MD); On-site; USD 60,000 - 85,000; Full time

Job summary

Castello Systems, Inc. is seeking a Tier 2 System Administrator to join our IT operations. The role centers on ticket management, SLA monitoring, escalation handling, and collaboration with cross-functional teams to maintain service levels.

The position requires coordinating weekend shifts (Sat-Sun 7AM-7PM) with a Mon-Tue 7AM-3PM schedule and Fri off, with the possibility of holiday work as needed. The candidate should be prepared to support customers and technicians effectively.

Qualifications

• Serve as central point of contact for ticket routing, providing support via telephone, chat, and email to customers and technicians.
• Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
• Monitor queues and SLAs, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time.
• Track progress of assigned work, following up with technicians or teams to prevent SLA breaches.
• Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined escalation paths.
• Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
• This position is mission essential, may include work on holidays when required.

Responsibilities

• Central point for ticket routing via phone, chat, and email to customers and technicians.
• Validate tickets for completeness and compliance with workflows.
• Monitor queues to meet SLAs and assign tickets by urgency and impact.
• Track progress and follow up to prevent SLA breaches.
• Escalate complex or stalled tickets per escalation paths.
• Collaborate with teams to improve ticket quality and routing.

Job description

Castello Systems, Inc. is seeking a Tier 2 System Administrator to join our IT operations. The role centers on ticket management, SLA monitoring, escalation handling, and collaboration with cross-functional teams to maintain service levels.

The position requires coordinating weekend shifts (Sat-Sun 7AM-7PM) with a Mon-Tue 7AM-3PM schedule and Fri off, with the possibility of holiday work as needed. The candidate should be prepared to support customers and technicians effectively.