Workflow Queue Coordinator

Security Clearance: TS/SCI with Polygraph

Salary Range: $84,000 – $100,000 / year

Workflow Queue Coordinator

Job ID: WQC-26-16553809

Location: Annapolis Junction, MD, 20701

Category: Systems Administration

Employment Type: Full-Time

Security Clearance: TS/SCI with Polygraph

Salary Range: $84,000 – $100,000 / year

Shift Schedule & Availability

• Regular Shift: Saturday & Sunday (6:00 AM – 6:00 PM), Monday & Tuesday (7:00 AM – 3:00 PM)
• Training Schedule: Monday – Friday (7:00 AM – 3:00 PM)
• Mission Essential: This position is designated as mission-essential and may require working on holidays when needed.

Role Overview

The Workflow Queue Coordinator serves as the central point of contact for ticket routing, queue monitoring, and service desk support. This role ensures high-quality documentation, active SLA management, and seamless coordination between customers and technical support teams.

Key Responsibilities

• Ticket Routing & Customer Support: Act as a central point of contact via phone, chat, and email for customers and technicians regarding ticket status and routing.
• Quality Assurance & Compliance: Validate incoming tickets for completeness, accuracy, and adherence to established documentation and workflow standards.
• Queue & SLA Monitoring: Continuously monitor ticket queues, prioritizing and assigning work orders based on urgency, impact, and remaining SLA windows.
• Progress Tracking & Follow-up: Track the lifecycle of assigned tickets and follow up with technical teams to proactively prevent SLA breaches.
• Escalation Management: Identify complex, high-impact, or stalled tickets and elevate them through established management and higher-tier support channels.
• Process Improvement: Collaborate with support teams to enhance ticket quality, routing accuracy, and overall workflow efficiency.

Qualifications

Required Qualifications

• Security Clearance: Active TS/SCI with Polygraph required.

Education & Experience:

• High School Diploma / GED with 10+ years of relevant experience, OR
• Bachelor’s Degree with 5+ years of relevant experience.

• Strong interpersonal and verbal/written communication skills.
• Experience with IT support/ticketing workflows and systems.

Desired Qualifications

• Proficiency in the Microsoft Office Suite.

Compensation & Benefits

Salary Range: $84,000 – $100,000 (commensurate with experience, education, and skills).

• Comprehensive Health, Dental, and Vision Insurance
• Basic Life and Disability Insurance
• 401(k) Retirement Plan with Company Matching
• Paid Time Off (PTO) and Paid Holidays
• Paid Parental Leave
• Tuition Reimbursement for Professional Development

Equal Employment Opportunity

This organization is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.