Service Desk Site Lead

Link Solutions Inc • Aberdeen Proving Ground, MD • 9h ago

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.

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

Must be a US Citizen

Must have an active DoD Top Secret Clearance

Non-remote (relocation incentive available)

Our Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Aberdeen Proving Ground, MD.

Join a team of dedicated professionals at an industry-leading organization, where you will have the opportunity to work on innovative projects that contribute to national security. This position offers significant opportunities for career advancement and professional growth while supporting critical missions and operations.

Job Responsibilities:

Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts.

Responsible for ticket assignment for completion.

Responsible for and leading quality control processes, service improvement, performance monitoring, and problem management.

Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests.

Recommend system modifications to enhance the usability of Information Systems and network resources.

Route and escalate requests to Tier III and other teams for quick customer issue resolution.

May work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.

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.

Must be a US Citizen.

Must have an active DoD Top Secret Clearance

Bachelor's degree in engineering, computer science, IT service management, or other IT-related fields.

Four (4+) years in a supervisory or lead position.

Ten (10+) 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.).

Ability to work with customers to develop new value-added programs and data solutions with existing structures and new requirements.

Ability to work in a fast-paced and constantly evolving environment.??

Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date.

Preferred:

Project Management Certifications (PMP/PMI CE).

Information Technology Infrastructure Library (ITIL) v4 certification

A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.).

Proficiency with Microsoft Office products.

Experience creating and modifying documentation for technical processes and procedures.

Familiar with C4IM standards, services, and requirements.

Experience working in a Department of Defense (DoD) environment.

A problem solver and troubleshooter who thrives in resolving complex problems.

Strong self-starter requiring minimal supervision.

Excellent communication skills (written and oral) and interpersonal skills.

Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Salary Range: $60,000 - $100,000

Several factors influence the final salary or hourly rate, including but not limited to contract wage determinations, relevant work experience, role-specific skills and competencies, geographic location, educational background, certifications, and federal government contract labor categories.

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays, paid time off, medical, dental, vision, company-paid long and short-term disability, life insurance, referral bonuses, relocation incentive program, certification reimbursement program, retirement, and more.

Link Solutions, Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines.

Similar Jobs

Knowledge Manager

Link Solutions Inc • Aberdeen Proving Ground, MD • 9h ago

Management & Administrative

9h ago

Go to Apply

Part Sales Manager - Part Time

AutoZone, Inc. • Oxford, PA • 14h ago

Management & Administrative

Job Description AutoZone's Store Management team drives store performance, fosters a productive team, and ensures exceptional customer service. Managers and MITs play a key leadership role, expected to Live The Pledge an...

14h ago

Go to Apply

Part Sales Manager - Full Time

AutoZone, Inc. • Oxford, PA • 14h ago

Management & Administrative

14h ago

Go to Apply

Customer Service Associate

Wawa, Inc. • N East, MD • 1d ago

Management & Administrative

As a Customer Service Associate (CSA) you are the friendly face that puts the 'Wow' in Wawa by greeting and serving our customers. As a CSA, you are proud to be part of a beloved brand that is committed to putting people...

1d ago

Go to Apply

Part Sales Manager - Full Time

AutoZone, Inc. • Middletown, DE • 1d ago

Management & Administrative

1d ago

Go to Apply

Part-Time Administrative Assistant

Robert Half • Middle River, MD • 1d ago

Management & Administrative

Description We are looking for a meticulous part-time Administrative Assistant to join our team in Middle River, Maryland. In this position, you will play a key role in supporting data management, customer service, and a...

1d ago

Go to Apply

Facility Security Officer - ATSS

TRAX Internation • Aberdeen Proving Ground, MD • 1d ago

Management & Administrative

Facility Security Officer - ATSS Job Code:2025:0101-064 Location:Aberdeen Proving Ground, MD FT/PT Status:Full Time Business Sector:Facilities Management and Operations Job Description The Facility Security Officer will...

1d ago

Go to Apply

Night Warehouse Manager

Breakthru Beverage Group • Middle River, MD • 4d ago

Management & Administrative

Time Type: Full time Remote Type: Job Family Group: Market Operations Job Description Summary: The Warehouse Manager is responsible for the operations at a warehouse to ensure that all incoming and outgoing inventory is...

4d ago

Go to Apply

Account Manager (#86)

Sunstates Security • Newark, DE • 4d ago

Management & Administrative

Account Manager (#86) Newark, DE, United States of America $27.00 -$27.00 BackApply Now Back Apply Now Overview Join one of the fastest-growing and largest privately held security companies in the U.S.! Since 1998, Sunst...

4d ago

Go to Apply

2026 Summer Internship - Supply Chain Management (Various Locations)

Exelon • Newark, DE • 4d ago

Management & Administrative

Who We Are We're powering a cleaner, brighter future. Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solution...

4d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.