{"schemaVersion":"jobsearcher.job.v1","id":"67b28ec9c4cadf18befb1d80","url":"https://jobsearcher.com/jobs/67b28ec9c4cadf18befb1d80","canonicalUrl":"https://jobsearcher.com/jobs/67b28ec9c4cadf18befb1d80","title":"IT Queue Coordinator","description":"About DMI:\nDMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com\nAbout the Opportunity:\nJoin DMI, LLC as an IT Queue Coordinator\nAre you highly organized, detail-driven, and energized by keeping operations running smoothly? DMI, LLC is seeking a proactive IT Queue Coordinator to play a vital role in ensuring our service desk operates efficiently and delivers exceptional support.\nIn this role, you’ll be at the center of IT service operations — managing ticket flow, optimizing workload distribution, and helping teams meet critical service level commitments. If you thrive in a fast-paced environment where your coordination skills directly impact performance and customer satisfaction, we want to hear from you.\nWhat You’ll Do\nAs our IT Queue Coordinator, you will:\nOversee IT service desk queue operations to ensure timely and accurate ticket assignment\nMonitor incoming requests and incidents, prioritizing and routing them to the appropriate teams\nCollaborate closely with contract and support teams to maintain efficient ticket flow\nTrack ticket status and proactively escalate issues at risk of missing SLAs\nMaintain and improve queue management procedures and workflows\nAnalyze ticket trends and identify opportunities to enhance service delivery\nGenerate performance reports and metrics to support leadership decision-making\nCoordinate with team leads to balance workloads and optimize productivity\nEnsure proper ticket categorization and prioritization\nSupport continuous improvement initiatives within service desk operations\nFacilitate effective communication between the service desk and support teams\nWhy This Role Matters\nYour work will directly impact service quality, response times, and operational excellence. You’ll help ensure that every ticket reaches the right team at the right time — keeping systems running and customers supported.\nQualifications:\nWhat You Bring\nWe’re looking for a skilled IT professional who understands the critical role queue management plays in service excellence.\nRequired Experience\n3+ years of hands-on experience managing IT service desk queue operations and ticket assignment\nExperience working with IT service management platforms such as ServiceNow\nStrong understanding of ticket routing, prioritization methodologies, and workflow coordination\nWorking knowledge of SLA management and escalation procedures\nProven organizational skills with the ability to coordinate across multiple teams in a fast-paced environment\nEducation & Experience Substitutions\nBachelor’s degree from an accredited institution or equivalent professional experience\nEducation substitutions accepted per contract guidelines:\nNo degree: 2 additional years of relevant experience\nAssociate’s degree: 1 additional year of relevant experience\nBachelor’s degree: Meets baseline requirement\nMaster’s degree or PhD: No additional experience required\nWe value experience and practical expertise just as much as formal education.\nPreferred Qualifications\nStand out from the crowd with:\nITIL Foundation certification\nAdvanced ServiceNow experience or certification\nKnowledge of ITIL incident and request management processes\nStrong understanding of service desk operations and workflow optimization\nAnalytical skills with the ability to identify trends and recommend improvements\nExcellent communication and cross-team coordination abilities\nClearance & Eligibility Requirements\nAbility to successfully complete a Public Trust background investigation and/or obtain a Public Trust clearance\nU.S. Citizenship required\nWork Environment\nLocation: Alexandria, VA\nPhysical Requirements: None required for this position\nLocation: Alexandria, VA\n\nWorking at DMI:\nDMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:\n\nDo What’s Right – We lead with honesty and integrity.\nOwn the Outcome – We take responsibility and deliver.\nDeliver for Our Customers – We are relentless about delivering value.\nThink Bold, Act Smart – We innovate with purpose.\nWin Together – We collaborate and celebrate our success.\nThese values aren’t just ideals—they show up in how we support every part of your well-being:\n\nConvenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.\nDevelopment – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.\nFinancial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.\nRecognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.\nWellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.\nDMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.\n\n***************** No Agencies Please *****************\n\nApplicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.","company":"Dmi","rawCompany":"dmi","city":"Alexandria","state":"VA","isRemote":false,"isActive":false,"createdAt":"2026-04-12T17:52:36.676Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT Queue Coordinator","description":"About DMI:\nDMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com\nAbout the Opportunity:\nJoin DMI, LLC as an IT Queue Coordinator\nAre you highly organized, detail-driven, and energized by keeping operations running smoothly? DMI, LLC is seeking a proactive IT Queue Coordinator to play a vital role in ensuring our service desk operates efficiently and delivers exceptional support.\nIn this role, you’ll be at the center of IT service operations — managing ticket flow, optimizing workload distribution, and helping teams meet critical service level commitments. If you thrive in a fast-paced environment where your coordination skills directly impact performance and customer satisfaction, we want to hear from you.\nWhat You’ll Do\nAs our IT Queue Coordinator, you will:\nOversee IT service desk queue operations to ensure timely and accurate ticket assignment\nMonitor incoming requests and incidents, prioritizing and routing them to the appropriate teams\nCollaborate closely with contract and support teams to maintain efficient ticket flow\nTrack ticket status and proactively escalate issues at risk of missing SLAs\nMaintain and improve queue management procedures and workflows\nAnalyze ticket trends and identify opportunities to enhance service delivery\nGenerate performance reports and metrics to support leadership decision-making\nCoordinate with team leads to balance workloads and optimize productivity\nEnsure proper ticket categorization and prioritization\nSupport continuous improvement initiatives within service desk operations\nFacilitate effective communication between the service desk and support teams\nWhy This Role Matters\nYour work will directly impact service quality, response times, and operational excellence. You’ll help ensure that every ticket reaches the right team at the right time — keeping systems running and customers supported.\nQualifications:\nWhat You Bring\nWe’re looking for a skilled IT professional who understands the critical role queue management plays in service excellence.\nRequired Experience\n3+ years of hands-on experience managing IT service desk queue operations and ticket assignment\nExperience working with IT service management platforms such as ServiceNow\nStrong understanding of ticket routing, prioritization methodologies, and workflow coordination\nWorking knowledge of SLA management and escalation procedures\nProven organizational skills with the ability to coordinate across multiple teams in a fast-paced environment\nEducation & Experience Substitutions\nBachelor’s degree from an accredited institution or equivalent professional experience\nEducation substitutions accepted per contract guidelines:\nNo degree: 2 additional years of relevant experience\nAssociate’s degree: 1 additional year of relevant experience\nBachelor’s degree: Meets baseline requirement\nMaster’s degree or PhD: No additional experience required\nWe value experience and practical expertise just as much as formal education.\nPreferred Qualifications\nStand out from the crowd with:\nITIL Foundation certification\nAdvanced ServiceNow experience or certification\nKnowledge of ITIL incident and request management processes\nStrong understanding of service desk operations and workflow optimization\nAnalytical skills with the ability to identify trends and recommend improvements\nExcellent communication and cross-team coordination abilities\nClearance & Eligibility Requirements\nAbility to successfully complete a Public Trust background investigation and/or obtain a Public Trust clearance\nU.S. Citizenship required\nWork Environment\nLocation: Alexandria, VA\nPhysical Requirements: None required for this position\nLocation: Alexandria, VA\n\nWorking at DMI:\nDMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:\n\nDo What’s Right – We lead with honesty and integrity.\nOwn the Outcome – We take responsibility and deliver.\nDeliver for Our Customers – We are relentless about delivering value.\nThink Bold, Act Smart – We innovate with purpose.\nWin Together – We collaborate and celebrate our success.\nThese values aren’t just ideals—they show up in how we support every part of your well-being:\n\nConvenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.\nDevelopment – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.\nFinancial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.\nRecognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.\nWellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.\nDMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.\n\n***************** No Agencies Please *****************\n\nApplicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.","datePosted":"2026-04-12T17:52:36.676Z","dateModified":"2026-04-12T17:52:36.676Z","hiringOrganization":{"@type":"Organization","name":"Dmi","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Alexandria","addressRegion":"VA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"67b28ec9c4cadf18befb1d80"},"url":"https://jobsearcher.com/jobs/67b28ec9c4cadf18befb1d80"}}