Vacancy Description
**Description**
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 throughaccuratereporting on ticket progress, resolution performance, and service risks.
PRIMARY RESPONSIBILITIES
Ticket Queue Management
+ Manage all IT support tickets assigned to technicians to ensuretimelyprogression and resolution.
+ Triage and route tickets based on impact, urgency, and priority to align with SEC service expectat...
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 throughaccuratereporting on ticket progress, resolution performance, and service risks.
PRIMARY RESPONSIBILITIES
Ticket Queue Management
+ Manage all IT support tickets assigned to technicians to ensuretimelyprogression and resolution.
+ Triage and route tickets based on impact, urgency, and priority to align with SEC service expectat...
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