Queue Coordinator, Level 1

What You Will Do:
At Independent Software, as a Queue Coordinator, Level 1, you will support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are properly routed, prioritized, and resolved within established Service Level Agreements (SLAs).
You will serve as a central point of contact for customers and technical teams, monitor incoming requests for accuracy and completeness, track tickets through resolution, and escalate issues when necessary. You will work closely with technical teams to maintain ticket quality, prevent SLA breaches, and support efficient day-to-day operations.
Key Responsibilities:

• Serve as a central point of contact for ticket routing and provide support to customers and technicians by telephone, chat, and email.
• Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
• Monitor ticket queues and SLAs, prioritizing and assigning tickets based on urgency, impact, and remaining SLA time.
• Track assigned work and follow up with technicians or teams to prevent SLA breaches.
• Escalate complex, high-impact, or stalled tickets to higher-level support or management using established escalation procedures.
• Collaborate with technical teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
• Maintain clear and accurate ticket documentation and status information.
• Support a mission-essential environment, including holiday coverage when required.

• Strong interpersonal and communication skills.
• Experience supporting IT operations, service desk, help desk, ticket management, or a similar customer-focused technical environment.
• Experience working with ticketing or IT service management systems.
• Ability to prioritize multiple requests and manage workload in a fast-paced environment.
• Strong attention to detail and ability to maintain accurate documentation.
• Ability to communicate effectively with customers, technicians, and management.
• Ability to independently track assignments and follow up to ensure timely resolution.
• Proficiency with Microsoft Office Suite is desired.

• High School Diploma or GED plus ten (10) years of relevant experience; OR
• Bachelor's degree plus five (5) years of relevant experience.

• Must possess an active TS SCI with appropriate Polygraph to be considered for this role

• Support critical national security missions that matter
• Be part of a close-knit, employee-first culture where your voice is heard
• Expand your skills through ongoing training, mentorship, and career development
• Enjoy competitive compensation, generous benefits, and work-life balance

Ready to take the next step in your career? Join us and be part of something bigger.
Apply today.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.