IT Service Delivery Coordinator - Government Ops

Link Solutions, Inc.; Orlando (FL); On-site; 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. seeks an IT Service Management Coordinator to join the Orlando team. The role focuses on service coordination, customer support, and communications between end users, government stakeholders, and technical teams in a fast-paced environment.

The successful candidate will manage ServiceNow requests, monitor queues, and maintain documentation and reports. DoD/government IT operations experience is preferred; strong organizational and communication skills are a must.

Qualifications

• Four (4) years of experience supporting IT operations and service desk activities.
• Experience using ServiceNow, ticket management systems, ITSM platforms.
• 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

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

Skills

ServiceNow

Ticket management

ITSM tools

Customer support

Microsoft Office

Communication

Organization

Multitasking

Stakeholder interaction

Tools

ServiceNow

Job description

Link Solutions, Inc. seeks an IT Service Management Coordinator to join the Orlando team. The role focuses on service coordination, customer support, and communications between end users, government stakeholders, and technical teams in a fast-paced environment.

The successful candidate will manage ServiceNow requests, monitor queues, and maintain documentation and reports. DoD/government IT operations experience is preferred; strong organizational and communication skills are a must.