Ticket/Queue Coordinator

Lentech•Columbia, MD

About The Position

Lentech, Inc., provides technology-enabled IT Solutions and Mission Technical Solutions to civil, defense and intelligence customers. Through our accumulated years of experience, industry expertise, and strategic partnerships, Lentech has built mission-critical solutions for our federal and commercial customers. Lentech’s clients achieve full life-cycle support and cost-effective managed services supporting enterprise computing and applications initiatives for Government agencies. Lentech’s Mission Technical Solutions Division is focused on providing engineering, operations, I&T and technical services to civil and defense customers primarily in the aerospace fields. Lentech, Inc. is a performance-based company providing employees with challenging and interesting work, competitive pay and benefits, and opportunities to learn and grow. We focus on providing an environment of fun, sharing, collaboration and connection. Our culture is team oriented, non-hierarchical and entrepreneurial. It gives people a chance to participate and be a factor in the company’s growth and success. Lentech, Inc. is an Equal Employment Opportunity (EEO) employer and considers all qualified applicants for employment without regard to race, color, religion, gender identification, national origin, sexual orientation, age, marital status, disability, protected veteran status, or any other factor prohibited by applicable law. We are proud of the diversity of our staff and seek diversity in our applicants.

Requirements

Active and current TS.SCI w FSP through MD
Must have 1 year of experience in either a customer centric environment such as an office administrative role or within a communications/project management role.
Must be able to multi-task, communicate clearly and handle a high stress environment.

Responsibilities

Perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.
Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
Monitor dedicated queues to ensure SLAs are maintained.
Assign tickets which are out of scope to Service Desk/Other Teams.
Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.
Ensure proper assignment of tickets as well as facilitation of resource allocation based on workload.