Service Desk Site Lead — Mission-Critical IT Operations

Link Solutions, Inc.

Aberdeen (MD)

Presencial

USD 65 000 - 75 000

Tempo integral

Há 3 dias

Torna-te num dos primeiros candidatos

Uma candidatura completa num minuto

Currículo e carta de apresentação personalizados, prontos a enviar.

Ultrapassa os filtros ATS

Vantagens oferecidas por esta oferta de emprego

Relocation incentive program

Certification reimbursement

Health benefits

Paid holidays

PTO

Resumo da oferta

Link Solutions, Inc. is seeking a Service Desk Site Lead in Aberdeen, MD. You will lead daily Service Desk operations, mentor staff, and ensure SLA compliance while coordinating with IT, cybersecurity, cloud, and engineering teams to restore services.

The role requires a proactive leader with strong technical, operational, and customer service experience, U.S. citizenship, and an active clearance-ready profile. This position supports ARL IT Modernization programs.

Qualificações

Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field and 3+ years of IT support or 5+ years of IT operations experience.
IAT Level II certification or equivalent per DoD 8570/8140 requirements (e.g. Security+ CE, SSCP, GSEC, CCNA Security, GICSP).
Demonstrated experience leading Service Desk/IT Operations teams.
Experience managing ticket queues, incident management, and service delivery operations.
Experience creating, maintaining, and updating technical documentation and knowledge articles.
Experience supporting enterprise IT operations, end-user services, and customer support environments.
Ability to lead personnel, manage priorities, and operate in a mission-critical environment.
Strong analytical, organizational, and customer service skills.
Excellent written and verbal communication skills.

Responsabilidades

Lead daily Service Desk operations and ensure reliable, responsive support for end users and mission-critical systems.
Supervise, mentor, and develop Service Desk personnel, fostering accountability and customer service excellence.
Manage ticket queues, workload distribution, and SLA performance for timely incident resolution.
Serve as primary escalation point for customer concerns and complex technical issues.
Coordinate with infrastructure, cybersecurity, cloud, and engineering teams to resolve issues quickly.
Monitor service performance and implement improvements to enhance efficiency and satisfaction.
Support onboarding, training, and knowledge-sharing across the Service Desk.
Ensure compliance with ServiceNow processes and documentation standards.
Develop and maintain technical documentation and procedures.
Support audit readiness and performance reporting.