Ticket/Queue Coordinator

Lentech Inc.•Columbia, MD

2d•$57,023 - $60,899

About The Position

The Ticket Coordinator will perform activities associated with the management of dedicated ticket queues. This includes prioritization of work and assignment to technical resources for resolution of end-user concerns, while ensuring service levels and objectives are met. The role involves monitoring dedicated queues, assigning tickets to appropriate resources for troubleshooting and resolution, and ensuring Service Level Agreements (SLAs) are maintained. Additionally, the coordinator will assign tickets that are out of scope to the Service Desk or other relevant teams, ensure associated tickets are related to the parent ticket, and perform proper follow-up once an incident is resolved. Facilitation of resource allocation based on workload and ensuring proper assignment of tickets are also key responsibilities.

Requirements

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

Responsibilities

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.