Queue Coordinator

The Queue Coordinator holds a crucial role in our Network Operations Center day-to-day operations and is responsible for monitoring and managing the ticket queue, helping to prioritize, and assigning tickets to the appropriate resources. The ideal candidate has a passion for technology and providing an unmatched customer experience and can excel in a fast-moving environment. What You’ll Do: ● Serve as an integral part of a 24/7/365 Managed Service Provider (MSP) Network Operations Center (NOC) by managing the ticket queue, prioritizing the incoming work, and assigning it to the appropriate technical resources for resolution. ● Understand and interpret the Service Level Agreements (SLA’s) in place with customers and work to ensure the proper response times to call customers back on assigned tickets are adhered to. ● Work to assign incoming tickets to the appropriate resource based on engineer's skill set, availability, and workload. ● Assist with facilitating the proper allocation of resources based on workloads and ticket volumes. ● Coordinate tickets that cross organizational boundaries to ensure the highest level of customer satisfaction. ● Audit and maintain multiple support queues, providing summary reporting on major incidents daily and SLA status. ● Collaborate with team members to ensure high priority tickets are treated with the utmost care and resolved in a timely manner. ● Monitor tickets and call volume to understand if established SLAs are met. ● Leverage a background in systems engineering to better understand the technical nature of incoming tickets, their impact, and associated SLAs, ensuring accurate prioritization and assignment to appropriate technical resources. What Skills & Experience You’ll Need: ● 2-3 years of relevant experience in an SLA driven customer focused Help Desk, Network Operations Center, or similar environment. ● Familiarity with both desktop and server environments and infrastructure support. ● Background or foundational knowledge in systems engineering to interpret technical tickets, understand infrastructure dependencies, and align response priorities with SLA requirements. ● Strong time management and triage skills. ● The ability to remain positive and calm under pressure and work in a fast-paced environment. ● The capability to work independently as well as part of a team. ● Strong organizational skills and ability to prioritize effectively. ● A Bachelor's Degree or equivalent in a related field is preferred. ● ITIL and HDI certifications are preferred. ● Excellent interpersonal and communication skills are needed to work with business partners, engineering staff, operational teams, and vendors. ● Strong analytical and strategic thinking skills with a service-oriented mindset. ● Quick learner, detail oriented; demonstrated thoroughness with work. ● Good team player that takes ownership of work and has a strong willingness to collaborate and help others. ● Able to prioritize in a fast moving, high pressure, constantly changing environment, maintaining a high sense of urgency. ● Ability to work independently in a virtual team environment with limited supervision as well as a part of a team.