TS/SCI Ticket Coordinator & Incident Lead

Iniscore Technologies, Inc.; Columbia (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

Iniscore Technologies, Inc. is seeking a Ticket Coordinator to manage dedicated ticket queues, prioritize work, and assign tickets to technical resources to resolve end user concerns while meeting service levels.

You will monitor queues, ensure SLAs, escalate out-of-scope tickets to Service Desk or other teams, and verify tickets stay linked to their parent ticket with proper follow-up after resolution. The role requires clear communication and the ability to work in a high-pressure environment.

Qualifications

• 1 year of experience in a customer-centric environment or in a communications/project management role.
• Must be able to multitask, communicate clearly and handle a high stress environment.
• Active TS/SCI security clearance with a polygraph is required.

Responsibilities

• 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

Skills

Customer service

Multitasking

Clear communication

Stress management

Job description

Iniscore Technologies, Inc. is seeking a Ticket Coordinator to manage dedicated ticket queues, prioritize work, and assign tickets to technical resources to resolve end user concerns while meeting service levels.

You will monitor queues, ensure SLAs, escalate out-of-scope tickets to Service Desk or other teams, and verify tickets stay linked to their parent ticket with proper follow-up after resolution. The role requires clear communication and the ability to work in a high-pressure environment.