IT Queue Coordinator- Herndon, VA

The IT Queue Coordinator is responsible for the operational management and governance of the IT service desk ticket queue, ensuring incidents and service requests are assigned, prioritized, monitored, and resolved in accordance with established Service Level Agreements (SLAs) and ITIL best practices. This role serves as the central point of coordination between Tier 1, Tier 2, Tier 3, Field Services, and other IT support teams to maximize workflow efficiency, improve customer satisfaction, and ensure timely service delivery. The Queue Coordinator continuously monitors ticket health, identifies bottlenecks, drives queue hygiene, and provides real-time operational oversight to maintain optimal service desk performance.

In this role, you will:

• Monitor all IT service queues throughout the business day.
• Ensure tickets are categorized, prioritized, and assigned appropriately.
• Balance workloads across Tier 1, Tier 2, Tier 3, and Field Services teams.
• Identify aging tickets and proactively drive resolution.
• Escalate critical incidents according to established procedures.

• Ensure tickets meet SLA and Operational Level Agreement (OLA) targets.

• Enforce Incident, Request Fulfillment, and Major Incident Management processes.
• Ensure proper ticket documentation and lifecycle management.
• Validate ticket quality before escalation or closure.
• Monitor adherence to ITIL standards and organizational processes.

• Recommend continual service improvement opportunities.

• Coordinate ticket transfers between support groups.
• Communicate workload priorities to technical teams.
• Assist with resource allocation during high-volume periods.
• Support Major Incident communications and coordination.

• Monitor queue capacity and recommend staffing adjustments.

• Produce daily operational queue reports.
• Track SLA compliance metrics.
• Identify recurring ticket trends and top support drivers.
• Report backlog statistics and aging analysis.

• Develop recommendations to improve service efficiency.

• Ensure high-priority customer issues receive immediate attention.
• Monitor customer communications for timeliness.
• Coordinate follow-ups with technicians and customers.
• Escalate customer satisfaction concerns appropriately.
• Identify recurring operational inefficiencies.
• Recommend automation opportunities.
• Assist with Knowledge Base improvement initiatives.
• Participate in process improvement projects.
• Support operational readiness during organizational changes.

• Associate degree in Information Technology, Computer Science, Business, or equivalent experience.
• At least 5 years of IT Service Desk or Help Desk experience.
• Experience working within an ITIL-based environment.
• Experience using enterprise ticketing platforms such as ServiceNow, Jira Service Management, BMC Remedy, Ivanti, or Freshservice.
• Experience monitoring SLA performance.
• Ability to travel up to 10%.

Additional desired experience and skills:

• ITIL 4 Foundation Certification.
• HDI Support Center Analyst (HDI-SCA).
• HDI Support Center Team Lead.
• Microsoft or CompTIA certifications (A+, Network+, Security+).
• Experience supporting federal or regulated environments (preferred for government contracts).

Pulled from the full job description

• Tuition reimbursement
• Pet insurance
• Parental leave
• Health insurance
• 401(k) matching
• Vision insurance
• Health savings account, Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance-so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits - Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.