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.