Service Desk Site Lead — IT Operations & Modernization (Secret)

Link-Solutions,-Inc; Aberdeen (MD); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Relocation incentive

Certification reimbursement

Paid holidays

Job summary

Link Solutions, Inc. is seeking a Service Desk Site Lead to join our team in Aberdeen, MD. The role leads daily Service Desk operations and serves as primary escalation point for customer and technician issues.

Must be a U.S. citizen with an Active Secret Clearance. The position supports ARL IT Modernization, ensuring SLA compliance and effective delivery across enterprise IT services.

We offer a competitive compensation package and opportunities for professional growth.

Qualifications

• Bachelor's degree in IT, CS, Engineering, Business or related field, plus 3+ years of relevant IT support.
• IAT Level II certification (DoD 8570/8140) or higher.
• Experience leading Service Desk, Help Desk, or IT Operations teams.

Responsibilities

• Lead daily Service Desk operations and ensure reliable support for end users and mission-critical systems.
• Mentor and develop Service Desk personnel to foster accountability and customer service excellence.
• Manage ticket queues, workload distribution, and SLA performance for timely resolutions.
• Serve as the primary escalation point for customer concerns and technical challenges.
• Coordinate with infrastructure, cybersecurity, cloud, and engineering teams to resolve issues quickly.

Skills

Service Desk Leadership

Ticket Management

Technical Documentation

Enterprise IT Operations

Team Leadership

Analytical Skills

Communication Skills

Education

Bachelor's degree in IT/CS/Engineering/Business or related field

Tools

IAT Level II Certification

Job description

Link Solutions, Inc. is seeking a Service Desk Site Lead to join our team in Aberdeen, MD. The role leads daily Service Desk operations and serves as primary escalation point for customer and technician issues.

Must be a U.S. citizen with an Active Secret Clearance. The position supports ARL IT Modernization, ensuring SLA compliance and effective delivery across enterprise IT services.

We offer a competitive compensation package and opportunities for professional growth.