Service Desk Incident Manager

Link Solutions is seeking a Service Desk Incident Manager to join our team at Adelphi, MD.

• Must be a US Citizen 
• Must have an active DoD Security Clearance.
• Non-remote (relocation incentive available)

The Service Desk Incident Manager will be responsible for ensuring efficient processing of service requests and effective incident management in accordance with DoD standards and best business practices to drive process improvement and service delivery performance.

Become an integral part of a professionally diverse team while working at an industry-leading organization. This is a great opportunity that will allow you to work on innovative projects that offer advancement and growth while helping protect our national security.

Job 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.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. 

Qualifications

• 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. 

Salary Range: $62,000

Several factors influence the final salary or hourly rate, including but not limited to contract wage determinations, relevant work experience, role-specific skills and competencies, geographic location, educational background, certifications, and federal government contract labor categories.

Additional Information

Link Solutions Inc. offers a competitive compensation and benefits package to include 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.

Link Solutions, Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines.