Queue Coordinator, Level 1

Independent Software•Columbia, MD

19h

About The Position

At Independent Software, the Queue Coordinator, Level 1 supports a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are routed, prioritized, and resolved within established Service Level Agreements (SLAs). The role serves as a central point of contact for customers and technical teams, monitors incoming requests for accuracy and completeness, tracks tickets through resolution, and escalates issues when necessary. The coordinator works with technical teams to maintain ticket quality, prevent SLA breaches, and support efficient day-to-day operations. The position follows a Sunday–Thursday schedule from 2:00 PM to 10:00 PM. Initial training is Monday–Friday from 7:00 AM to 3:00 PM. Holiday coverage may be required because the position is mission essential. Candidates must possess an active TS SCI with appropriate Polygraph.

Requirements

Strong interpersonal and communication skills.
Experience supporting IT operations, service desk, help desk, ticket management, or a similar customer-focused technical environment.
Experience working with ticketing or IT service management systems.
Ability to prioritize multiple requests and manage workload in a fast-paced environment.
Strong attention to detail and ability to maintain accurate documentation.
Ability to communicate effectively with customers, technicians, and management.
Ability to independently track assignments and follow up to ensure timely resolution.
Meet one of the education and experience combinations: high school diploma or GED plus 10 years of relevant experience, or a bachelor's degree plus 5 years of relevant experience.
Must possess an active TS SCI with appropriate Polygraph.
Available to work Sunday–Thursday, 2:00 PM–10:00 PM, with initial training Monday–Friday, 7:00 AM–3:00 PM.

Nice To Haves

Proficiency with Microsoft Office Suite.

Responsibilities

Serve as a central point of contact for ticket routing and support customers and technicians by telephone, chat, and email.
Validate incoming tickets for completeness, accuracy, and compliance with documentation and workflow standards.
Monitor ticket queues and SLAs, prioritizing and assigning tickets based on urgency, impact, and remaining SLA time.
Track assigned work and follow up with technicians or teams to prevent SLA breaches.
Escalate complex, high-impact, or stalled tickets to higher-level support or management using established procedures.
Collaborate with technical teams to improve ticket quality, routing accuracy, and workflow efficiency.
Maintain clear and accurate ticket documentation and status information.