Service Desk Incident Manager at Link Solutions, Inc. Adelphi, MD

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

Service Desk Incident Manager job at Link Solutions, Inc.. Adelphi, MD.

Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services.

If you’re looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions! Link is quality and compliance-focused, under our guiding philosophy, “Mission First, Customer Always.

We are ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2022 certified and appraised for CMMI ML3 for Services and Development.

Job Description

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 DoDSecurity 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 DoDSecret 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.