Link Solutions, Inc. · 5 months ago
Service Desk Site Lead
Aberdeen Proving Ground, MD, USA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expLink Solutions, Inc. delivers reliable and effective Information Technology services to government clients. They are seeking a Service Desk Site Lead to oversee ticket management, ensure quality control, and provide Tier II support for IT services at Aberdeen Proving Ground, MD.
Information Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts
Responsible for ticket assignment for completion
Responsible for and leading quality control processes, service improvement, performance monitoring, and problem management
Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests
Recommend system modifications to enhance the usability of Information Systems and network resources
Route and escalate requests to Tier III and other teams for quick customer issue resolution
May work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems
Qualification
Required
Must be a US Citizen
Must have an active DoD Top Secret Clearance
Bachelor's degree in engineering, computer science, IT service management, or other IT-related fields
Four (4+) years in a supervisory or lead position
Ten (10+) years of relevant experience working in an IT or Service Desk environment
IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.)
Ability to work with customers to develop new value-added programs and data solutions with existing structures and new requirements
Ability to work in a fast-paced and constantly evolving environment
Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date
Preferred
Project Management Certifications (PMP/PMI CE)
Information Technology Infrastructure Library (ITIL) v4 certification
A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.)
Proficiency with Microsoft Office products
Experience creating and modifying documentation for technical processes and procedures
Familiar with C4IM standards, services, and requirements
Experience working in a Department of Defense (DoD) environment
A problem solver and troubleshooter who thrives in resolving complex problems
Strong self-starter requiring minimal supervision
Excellent communication skills (written and oral) and interpersonal skills
Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks
Benefits
Paid holidays
Paid time off
Medical
Dental
Vision
Company-paid long and short-term disability
Life insurance
Referral bonuses
Relocation incentive program
Certification reimbursement program
Retirement
More
Company
Link Solutions, Inc.
Link Solutions, Inc. provides IT Infrastructure Support, Application Development, Cybersecurity and Virtualization, Cloud and Mobility services to U.S.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase