IT Queue Coordinator

DMI • Alexandria, VA

1d • Onsite

About The Position

Join DMI, LLC as an IT Queue Coordinator
Are you highly organized, detail-driven, and energized by keeping operations running smoothly? DMI, LLC is seeking a proactive IT Queue Coordinator to play a vital role in ensuring our service desk operates efficiently and delivers exceptional support.
In this role, you’ll be at the center of IT service operations — managing ticket flow, optimizing workload distribution, and helping teams meet critical service level commitments. If you thrive in a fast-paced environment where your coordination skills directly impact performance and customer satisfaction, we want to hear from you.
What You’ll Do
As our IT Queue Coordinator, you will:
Oversee IT service desk queue operations to ensure timely and accurate ticket assignment
Monitor incoming requests and incidents, prioritizing and routing them to the appropriate teams
Collaborate closely with contract and support teams to maintain efficient ticket flow
Track ticket status and proactively escalate issues at risk of missing SLAs
Maintain and improve queue management procedures and workflows
Analyze ticket trends and identify opportunities to enhance service delivery
Generate performance reports and metrics to support leadership decision-making
Coordinate with team leads to balance workloads and optimize productivity
Ensure proper ticket categorization and prioritization
Support continuous improvement initiatives within service desk operations
Facilitate effective communication between the service desk and support teams
Why This Role Matters
Your work will directly impact service quality, response times, and operational excellence. You’ll help ensure that every ticket reaches the right team at the right time — keeping systems running and customers supported.

Requirements

• 3+ years of hands-on experience managing IT service desk queue operations and ticket assignment
• Experience working with IT service management platforms such as ServiceNow
• Strong understanding of ticket routing, prioritization methodologies, and workflow coordination
• Working knowledge of SLA management and escalation procedures
• Proven organizational skills with the ability to coordinate across multiple teams in a fast-paced environment
• Bachelor’s degree from an accredited institution or equivalent professional experience
• Ability to successfully complete a Public Trust background investigation and/or obtain a Public Trust clearance
• U.S. Citizenship required

Nice To Haves

• ITIL Foundation certification
• Advanced ServiceNow experience or certification
• Knowledge of ITIL incident and request management processes
• Strong understanding of service desk operations and workflow optimization
• Analytical skills with the ability to identify trends and recommend improvements
• Excellent communication and cross-team coordination abilities

Responsibilities

• Oversee IT service desk queue operations to ensure timely and accurate ticket assignment
• Monitor incoming requests and incidents, prioritizing and routing them to the appropriate teams
• Collaborate closely with contract and support teams to maintain efficient ticket flow
• Track ticket status and proactively escalate issues at risk of missing SLAs
• Maintain and improve queue management procedures and workflows
• Analyze ticket trends and identify opportunities to enhance service delivery
• Generate performance reports and metrics to support leadership decision-making
• Coordinate with team leads to balance workloads and optimize productivity
• Ensure proper ticket categorization and prioritization
• Support continuous improvement initiatives within service desk operations
• Facilitate effective communication between the service desk and support teams

Benefits

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level