Mid-level Queue Coordinator

4 weeks ago


Columbia, Maryland, United States Independent Software Full time
Job Overview

As a Mid-level Queue Coordinator at Independent Software, you will play a critical role in our 24x7 Service Desk, ensuring the efficient management of dedicated ticket queues. Your responsibilities will include prioritizing work, assigning tickets to technical resources, and ensuring service levels and objectives are met.

Key Responsibilities:

  • Monitoring dedicated queues and assigning tickets to appropriate resources for troubleshooting and resolution.
  • Ensuring SLAs are maintained and tickets are properly assigned.
  • Facilitating resource allocation based on workload and ensuring proper follow-up on incident resolution.

Requirements:

  • Two to four years of experience in customer service, help desk, or network operations center environment.
  • Experience with Linux or Windows administration desired.

Certifications:

ITIL v3 Foundation certification desired.

Clearance:

Must possess an active TS/SCI with Polygraph security clearance to be considered for this role.



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