Queue Coordinator

4 days ago


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

We are seeking a highly skilled Queue Coordinator to join our 24x7 Service Desk team. As a key member of our team, you will be responsible for managing dedicated ticket queues, prioritizing work, and assigning tickets to technical resources for resolution. Your goal will be to ensure service levels and objectives are met while providing exceptional customer service.

Key Responsibilities
  • Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and resolution.
  • Ensure SLAs are maintained by monitoring queues and taking proactive measures.
  • Assign out-of-scope tickets to Service Desk or other teams as needed.
  • Facilitate proper assignment of tickets and resource allocation based on workload.
Requirements
  • 2-4 years of experience in customer service, help desk, or network operations center environment.
  • Desired experience with Linux or Windows administration.
Certifications and Clearance

ITIL v3 Foundation certification is desired. Must possess an active TS/SCI with Polygraph security clearance to be considered for this role.

Independent Software is an Equal Opportunity Employer, committed to diversity and inclusion.


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