Mission-Critical Service Desk Incident Manager

Link Solutions, Inc.; Adelphi (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

Link Solutions, Inc. is seeking a Service Desk Incident Manager in Adelphi, MD to oversee incident management and service requests in a DoD-focused environment.

Candidates must be a US citizen with an active DoD Secret clearance, a BA/BS in CS or IT (or HS diploma with experience), and 5 years in IT/Service Desk. IAT II certification and Microsoft 365 Endpoint Admin cert within 6 months are required; ITIL v4 and ServiceNow ITSM experience are valued.

Qualifications

• Must be a US citizen and eligible for DoD access.
• Active DoD Secret clearance required.
• BA/BS in computer sciences or information technology, or a High School Diploma with two+ years of related experience.
• Five years of relevant IT or Service Desk experience.
• IAT Level II Certification or higher per DoD 8570/8140 (e.g., Security+ CE, CCNA Security, GICSP, GSEC, SSCP).
• Must obtain Microsoft 365 Certified: Endpoint Administrator Associate within 6 months of start date.

Responsibilities

• Oversee and manage the service request queue, ensuring timely intake, assignment, escalation, and resolution of incidents.
• Use 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.

Skills

Incident management

Service desk

ITIL v4 knowledge

IT security awareness

Education

BA/BS in computer sciences or information technology

High School Diploma with 2+ years of experience

Tools

ServiceNow ITSM

Job description

Link Solutions, Inc. is seeking a Service Desk Incident Manager in Adelphi, MD to oversee incident management and service requests in a DoD-focused environment.

Candidates must be a US citizen with an active DoD Secret clearance, a BA/BS in CS or IT (or HS diploma with experience), and 5 years in IT/Service Desk. IAT II certification and Microsoft 365 Endpoint Admin cert within 6 months are required; ITIL v4 and ServiceNow ITSM experience are valued.