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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Queue Coordinator- Herndon, VA - **Company:** Serco - **Location:** Herndon, VA, United States (Remote available) - **Experience:** Expert - **Salary:** $63,882.0 - $106,471.0 - **Contract:** Permanent contract - **Skills:** JIRA, Information Technology, 3-tier Architectures, Servicenow - **Published:** August 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0e84bf0e784c5204 ## About the Role * 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). ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! 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