Service Desk Site Lead

Linksol Inc; Maryland; On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Service Desk Site Lead to enhance service delivery at Aberdeen Proving Ground, MD. The role involves overseeing ticket management, leading quality control processes, and providing Tier II support. Ideal candidates will have extensive IT experience, a relevant degree, and the ability to thrive in a fast-paced environment. Competitive benefits are offered, including medical insurance and retirement plans.

Benefits

Paid holidays

Medical/dental/vision insurance

Disability coverage

Life insurance

Referral bonuses

Relocation incentives

Certification reimbursement

Retirement plans

Qualifications

• Four (4+) years in a supervisory or lead role.
• Ten (10+) years of relevant IT or Service Desk experience.

Responsibilities

• Oversee Tier I and Tier II ticket management and quality control processes.
• Provide Tier II support for end-user PC and server applications.
• Collaborate with teams to restore service and resolve core issues.

Skills

Problem Solving

Communication

Organizational Skills

Education

Bachelor’s degree in engineering, computer science, IT service management, or related fields

Tools

Microsoft Office

Job description

Job Description

Link Solutions is seeking Service Desk Site Lead to join our team at Aberdeen Proving Ground, MD.

• Must be a US Citizen
• DoD Secret Clearance required

The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues, interfacing with the Program Manager to improve processes and service delivery for the Army Research Laboratory in Aberdeen Proving Ground, MD.

Job Responsibilities:

• Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts.
• Lead quality control processes, service improvement, performance monitoring, and problem management.
• Provide Tier II support for end-user PC, server, mainframe applications, and hardware requests.
• Recommend system modifications to enhance usability of Information Systems and network resources.
• Route and escalate requests to Tier III and other teams for quick resolution.
• Collaborate with network services, software systems engineering, and application development teams to restore service and resolve core issues.

This job description is not exhaustive and may include additional duties and responsibilities.

Qualifications

• Must be a US Citizen.
• Must be able to obtain and maintain an active DoD Secret Clearance.
• Bachelor’s degree in engineering, computer science, IT service management, or related fields.
• Four (4+) years in a supervisory or lead role.
• Ten (10+) years of relevant IT or Service Desk experience.
• IAT Level II Certification or higher per DoD 8570/8140 (e.g., Security+, CCNA Security, GICSP, GSEC, SSCP).
• Ability to develop new value-added programs and data solutions with customers.
• Ability to thrive in a fast-paced, evolving environment.
• Must obtain Microsoft 365 Certified: Endpoint Administrator Associate within 6 months of start date.

Preferred:

• Active Security Clearance.
• Project Management Certification (PMP/PMI-ACP).
• ITIL v4 certification.
• Microsoft operating system certifications (e.g., Windows 10, Windows 11, Server 2019).
• Proficiency with Microsoft Office.
• Experience in technical documentation.
• Knowledge of C4I standards and DoD environment experience.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and organizational skills.

Additional Information

Link Solutions offers a competitive benefits package including paid holidays, time off, medical/dental/vision insurance, disability coverage, life insurance, referral bonuses, relocation incentives, certification reimbursement, retirement plans, and more.

We are an EOE and participate in E-Verify. Confidentiality is maintained in accordance with EEO guidelines.