Ticket Coordinator

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.

Required Qualifications

• High school diploma or GED.
• One year of experience in a customer-centric environment, such as an office administrative role, or within a communications or project management role.
• Active TS/SCI Full Scope Poly clearance.
• Ability to multitask and communicate clearly.
• Ability to work effectively in a high-stress environment.
• Ability to monitor, prioritize, assign, route, and follow up on ticket queue activity.
• Ability to work on-site at Fort Meade, Maryland.
• U.S. citizenship is required.

Preferred Qualifications

• Experience supporting ticketing, service desk, help desk, incident management, or technical support coordination workflows.
• Experience coordinating work assignments across multiple teams or technical resources.
• Experience tracking SLAs, service objectives, or other operational performance expectations.

Skills / Competencies

• Ticket queue monitoring and assignment.
• Prioritization and workload coordination.
• Clear written and verbal communication.
• Customer-focused issue coordination.
• Attention to detail in ticket tracking and follow-up.
• Calm, organized performance in high-stress environments.
• Service-level awareness and operational follow-through.

Work Environment and Physical Requirements

This is an on-site role supporting dedicated ticket queue management at Fort Meade, Maryland, in a customer-centric, high-stress operational environment. The position primarily involves sedentary office work and requires the ability to remain seated for extended periods; use a computer, keyboard, mouse, telephone, and other standard office equipment; communicate effectively in person and through electronic channels; and occasionally stand, walk, bend, reach, and lift or carry office materials weighing up to 20 pounds. Travel is expected to be less than 10%. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the position.

Company Overview

At CenCore, we deliver security solutions that support critical national security missions. We specialize in designing, building, securing, and maintaining advanced technology environments at the intersection of emerging technology and national security. We are seeking a dependable, cleared professional to join our team in support of secure operations coordination and ticket queue management.

Compensation Overview

The approved pay rate listed for this position is $28.35 per hour. Eligible employees may enroll in company-sponsored medical, dental, and vision benefits in accordance with plan terms and enrollment requirements. The company contributes toward employee healthcare premiums, subject to plan provisions. Employees are also eligible to participate in the company's 401(k) retirement savings plan, including employer matching contributions in accordance with plan guidelines and eligibility requirements. Paid time off, sick leave, and holiday benefits are provided in accordance with company policy, applicable contract requirements, and federal, state, and local laws. Benefit eligibility and accrual rates may vary based on position, location, and length of service. The company is committed to equitable pay practices and does not seek or rely on an applicant's wage history when making compensation decisions.

Benefits may be modified from time to time in accordance with company policy and applicable law.

Equal Opportunity Employer Statement

CenCore is an equal opportunity employer. We hire based on merit and qualifications and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, pregnancy, childbirth or related medical conditions, or any other status protected by applicable federal, state, or local law.