IT Service Delivery Coordinator – Gov Ops

Link Solutions, Inc.; Orlando, Northern (FL, KY); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Paid holidays

Paid time off

Medical

Dental

Vision

Disability insurance

Life insurance

Referral bonuses

Relocation reimbursement incentive

Certification reimbursement program

Retirement

Job summary

Link Solutions, Inc. in Orlando, FL seeks an IT Service Management Coordinator to join the South East Region Cyberspace Support Center. The role focuses on customer service, service coordination, and ensuring delivery between end users, Government stakeholders, and technical teams.

The ideal candidate is organized, detail-oriented, and capable of managing documentation, tickets, and reports in a fast-paced DoD environment.

Qualifications

• Four (4) years of experience supporting IT operations, service desk activities, ticket management, customer support, help desk operations, or related information technology functions.
• Experience utilizing ServiceNow, ticket management systems, ITSM platforms, or enterprise support tools.
• Experience developing, maintaining, and managing reports, technical documentation, records, schedules, or configuration management documentation.
• Experience supporting customer service operations within an IT, service desk, or help desk environment.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Ability to interact professionally with customers, Government personnel, and technical teams.

Responsibilities

• Utilize the AESMP (ServiceNow) platform to create, update, manage, track, and close service requests, incidents, and work orders.
• Monitor ticket queues and ensure service requests are properly documented, prioritized, assigned, and resolved within established service levels.
• Maintain accurate records within ticketing systems, ensuring data integrity and completeness.
• Generate and maintain operational reports related to service desk activities, ticket status, performance metrics, and customer support operations.
• Monitor ticketing metrics and identify opportunities to improve service delivery, operational efficiency, and customer satisfaction.
• Support quality assurance reviews to ensure compliance with established procedures, policies, and customer requirements.
• Update and maintain ticket databases and track incidents, work orders, service requests, and support activities.
• Collaborate with technical teams, project managers, and Government stakeholders to support operational requirements and service delivery objectives.
• Assist with documentation management, schedule development, records maintenance, and configuration management activities.
• Support process improvement initiatives, knowledge management efforts, and operational reporting requirements.
• Develop and maintain standard operating procedures, process documentation, and knowledge articles.
• Ensure compliance with company policies, customer requirements, and applicable government regulations.
• Provide exceptional customer service while supporting mission-critical systems and operations.

Skills

Customer service

Communication

Organization

Time management

Tools

ServiceNow

Ticket management systems

ITSM platforms

Enterprise support tools

Job description

Link Solutions, Inc. in Orlando, FL seeks an IT Service Management Coordinator to join the South East Region Cyberspace Support Center. The role focuses on customer service, service coordination, and ensuring delivery between end users, Government stakeholders, and technical teams.

The ideal candidate is organized, detail-oriented, and capable of managing documentation, tickets, and reports in a fast-paced DoD environment.