Queue Coordinator (QC i) (Government)

AT&T•Columbia, MD

2d•Onsite

About The Position

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission. RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant. Are you passionate about keeping operations running smoothly and ensuring that nothing slips through the cracks? Join our dynamic team as a Queue Coordinator supporting a large-scale government contract! In this critical role, you’ll be the central hub of our ticket management process, ensuring efficient ticket flow, proper prioritization, and strict adherence to our Service Level Agreements (SLAs). If you thrive in a fast-paced, team-oriented environment and have a knack for orchestrating resources and solving challenges on the fly, we want to hear from you! Description of Job Duties/Responsibilities: This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. What you’ll do: Orchestrate Ticket Flow: Monitor dedicated ticket queues in real-time, assigning and routing tickets to the appropriate technical resources for resolution. Prioritize & Track Performance: Oversee and track all tickets to ensure they are handled within contractual SLAs and escalate issues as needed. Resource Allocation: Assess team workload and facilitate effective distribution of tickets, ensuring balanced resource utilization across the contract. Maintain Compliance: Ensure all ticket handling follows strict contractual obligations and quality standards. Schedule Adherence: Follow and maintain a set coverage schedule to guarantee seamless queue management across all shifts. Team Collaboration: Participate actively in a supportive, team-based environment, sharing responsibilities, knowledge, and best practices to drive collective success. Continuous Improvement: Adapt quickly to changing processes, technologies, and environments to keep our operations running at peak performance.

Requirements

Minimum 3 years in a customer service, help desk, or network operations center (NOC) environment.
Proficiency with Windows applications, including Excel, Outlook, Word, and PowerPoint.
At least 9 months’ hands-on experience with ServiceNow (SNOW) or SupportIT ticketing platforms.
Comfortable shifting gears and adapting to changes across multiple work environments.
Flexibility to work any shift between 6am and 6pm.
Proven ability to work collaboratively, share responsibilities, and communicate clearly with team members and stakeholders.
TS/SCI with polygraph.

Responsibilities

Monitor dedicated ticket queues in real-time, assigning and routing tickets to the appropriate technical resources for resolution.
Oversee and track all tickets to ensure they are handled within contractual SLAs and escalate issues as needed.
Assess team workload and facilitate effective distribution of tickets, ensuring balanced resource utilization across the contract.
Ensure all ticket handling follows strict contractual obligations and quality standards.
Follow and maintain a set coverage schedule to guarantee seamless queue management across all shifts.
Participate actively in a supportive, team-based environment, sharing responsibilities, knowledge, and best practices to drive collective success.
Adapt quickly to changing processes, technologies, and environments to keep our operations running at peak performance.

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Pro-rated when working less than 40 hrs/wk.
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone