Ticket Coordinator

Description

CenCore is seeking a Ticket Coordinator to support the management, prioritization, assignment, and follow-up of dedicated ticket queues at Fort Meade, Maryland. This on-site role helps ensure end-user concerns are routed to the appropriate technical resources while service levels and objectives are maintained. The Ticket Coordinator monitors queue activity, facilitates workload-based resource allocation, and ensures related tickets are properly connected to parent incidents through resolution. This is a Level 0 pipeline role requiring one year of relevant customer service, administrative, communications, or project coordination experience and an active TS/SCI Full Scope Poly clearance.

Key Responsibilities

• Monitor dedicated ticket queues and assign tickets to appropriate resources for troubleshooting and resolution.
• Prioritize queue activity to support timely ticket handling and service-level performance.
• Track dedicated queues to help ensure SLAs are maintained.
• Route out-of-scope tickets to the Service Desk or other appropriate teams.
• Ensure associated tickets are linked to the correct parent ticket.
• Perform follow-up once incidents are resolved to support proper ticket closure and continuity.
• Facilitate resource allocation based on workload and ticket assignment needs.
• Communicate clearly in a high-stress environment while supporting end-user concerns.