Link Solutions, Inc. ยท 3 months ago
Service Desk Incident Manager
Adelphi, MD
Full-time
Onsite
Mid, Senior Level
$62K/yr - $62K/yr
5+ years expLink Solutions, Inc. delivers reliable and effective Information Technology services to government clients. They are seeking a Service Desk Incident Manager who will be responsible for ensuring efficient processing of service requests and effective incident management in accordance with DoD standards and best business practices.
Information Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Oversee and manage the service request queue, ensuring timely intake, assignment, escalation, and resolution of incidents
Utilize the ticket management system to monitor, track, and report on service requests and incident statuses
Lead incident response activities by coordinating with Service Desk Leads and technical support teams
Track and manage high-priority incidents, ensuring proper escalation paths and communication protocols
Implement and enforce metrics-driven processes to improve efficiency and service delivery
Identify and analyze incident trends to drive problem management and continuous improvement efforts
Ensure service level agreements (SLAs) are met and support compliance requirements for DoD IT environments
Qualification
Required
Must be a U.S. Citizen
Must have an active DoD Secret Clearance
BA/BS in computer sciences or information technology, or a High School Diploma with two (2+) additional years of experience
Five (5) 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.)
Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date
Preferred
Experience working in a Department of Defense (DoD) environment
Information Technology Infrastructure Library (ITIL) v4 certification
A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.)
Experience with incident management within the ServiceNow Information Technology Service Management (ITSM) platform
Experience creating and modifying documentation for technical processes and procedures
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
And 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