The IT Queue Coordinator supports SEC ISS Customer Service Desk operations by managing incident and request ticket flow across assigned technicians. This role ensures ticket activity is documented in the SEC ticket management system and executed in alignment with SLA, prioritization, and escalation requirements. The coordinator monitors queue health, engages technicians for status updates, and rebalances assignments to prevent SLA breaches and reduce backlog. The role supports CSD operations at SEC HQ, Washington, DC, including coordination with regional offices, and provides management visibility through accurate reporting on ticket progress, resolution performance, and service risks. 

PRIMARY RESPONSIBILITIES 

Ticket Queue Management 

• Manage all IT support tickets assigned to technicians to ensure timely progression and resolution. 

• Triage and route tickets based on impact, urgency, and priority to align with SEC service expectations. 

• Reassign tickets to available technicians to balance workloads and maintain queue throughput. 

• Maintain accurate ticket states, ownership, and documentation in the IT service management system. 

SLA Monitoring and Prioritization 

• Monitor ticket aging and SLA clocks; take action on at-risk or overdue tickets. 

• Enforce priority-based processing to ensure higher-impact incidents are addressed first. 

• Escalate unresolved or blocked tickets through defined escalation paths for rapid restoration of service. 

• Track compliance against service level targets and flag trends requiring management attention. 

Technician Coordination and Communications 

• Engage technicians by phone and email for status, blockers, and estimated resolution timelines. 

• Coordinate handoffs across teams when tickets require specialized or out-of-scope support. 

• Provide timely updates to stakeholders on critical tickets and queue constraints. 

• Support adherence to SOPs governing workflows, escalation, and service delivery protocols. 

Reporting and Operational Oversight 

• Track and report ticket volumes, resolution progress, backlog, and SLA performance metrics. 

• Produce queue status updates for leadership oversight and contract performance management. 

• Identify recurring ticket patterns and recommend workflow improvements to increase efficiency. 

• Maintain high-quality ticket data to support dashboards, audits, and continuous service improvement. 

REQUIRED QUALIFICATIONS 

• This position is restricted to U.S. citizens only. Applicants must not hold dual citizenship with any other country to be eligible for work under this contract.

• Ability to obtain and maintain SEC Public Trust. 

• Bachelors degree in relevant field. In lieu of degree, additional experience may be required.​

• 2+ years of experience providing IT support in a desk-side or call center environment. 

• Demonstrated experience managing ticket queues and coordinating technician workload to meet service targets. 

• Working knowledge of IT incident/request lifecycle, SLA compliance, and ticket prioritization. 

• IT ticketing systems (ServiceNow, Remedy, or equivalent) 

• SLA monitoring and ticket aging/priority tracking 

• Ticket assignment, reassignment, and escalation workflow management 

• ITSM reporting for ticket progress and management oversight 

• Professional communication via phone and email in operational support environments 

• Microsoft 365/Teams and Webex for operational coordination and status communications 

PREFERRED QUALIFICATIONS 

• Experience supporting federal civilian agency IT service operations. 

• Experience with ServiceNow queue management, reporting, and workflow optimization. 

• Knowledge of ITIL-based incident, request, and problem management practices. 

• Experience coordinating high-priority/VIP tickets and time-sensitive escalations. 

• Experience supporting customer service desk operations at headquarters and regional office levels. 

• ITIL 4 Foundation 

• HDI Support Center Analyst (HDI-SCA) 

• ServiceNow Certified System Administrator (CSA)