Queue Coordinator

FLASH Technology Group • Annapolis Junction, MD

1d

About The Position

The Queue Coordinator serves as a central point of contact for ticket routing and supports customers and technicians by telephone, chat, and email. The role validates incoming tickets for completeness, accuracy, and compliance with documentation and workflow standards; monitors queues and service-level agreements (SLAs); prioritizes and assigns tickets according to urgency, impact, and remaining SLA time; and follows up on work to help prevent SLA breaches. The coordinator escalates complex, high-impact, or stalled tickets through established paths and collaborates with support teams to improve ticket quality, routing accuracy, and workflow efficiency.

The position requires an active TS/SCI with polygraph. Schedule: Sunday through Thursday, 2 p.m. to 10 p.m., with day-shift training. Education and experience requirements are a high school diploma/GED and 10 years of experience, or a bachelor's degree and 5 years of experience. Approximate salary range is $86,800–$98,200; final compensation may depend on factors including location, labor category and wage rates, experience, skills, education, and certifications.

Requirements

• Active TS/SCI clearance with polygraph.
• Interpersonal skills.
• IT support skills.
• High school diploma/GED and 10 years of experience, or bachelor's degree and 5 years of experience.

Nice To Haves

• Experience with the MS Office Suite.

Responsibilities

• Serve as a central point of contact for ticket routing and provide support to 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 according to urgency, impact, and remaining SLA time.
• Track assigned work and follow up with technicians or teams to help prevent SLA breaches.
• Escalate complex, high-impact, or stalled tickets according to defined escalation paths.
• Collaborate with support teams to improve ticket quality, routing accuracy, and workflow efficiency.

Benefits

• 401(k) with 6% company match, vested immediately.
• Medical insurance with HSA and HRA options.
• Dental and vision insurance.
• Life and disability insurance.
• Complimentary identity theft protection.
• Tuition and certification reimbursement.
• Paid time off.
• Referral bonuses.
• Flexible work arrangements to support work-life balance.
• Competitive compensation.
• Healthcare, financial and family support, retirement planning, and ongoing learning support.

What This Job Offers

• Job Type: Full-time