IT Service Management (ITSM) Technical Lead

Link Solutions Inc • Patuxent River, MD • 1d 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 an IT Service Management (ITSM) Technical Lead to join our team at Patuxent River, MD.

Must be a U.S. Citizen

DoD Secret Clearance required

Non-remote (relocation incentive available)

Our IT Service Management (ITSM) Technical Lead will serve as the technical lead for the Enterprise Service Desk's IT Service Management (ITSM) platform. You will oversee the system development, administration, and support of the platform to ensure the government mission objectives are achievable through support metrics.

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.

Responsibilities:

Coordinate and manage the design, configuration, integration, and sustainment of ITSM modules (Incident, Problem, Change, Configuration, Knowledge, Service Catalog).

Lead the technical troubleshooting and resolution of ITSM platform issues, ensuring stability, security, and minimal downtime.

Collaborate with the Service Desk Tools Project Manager to align technical execution with program strategy and goals.

Manage workflow automation, process optimization, and system customizations to improve efficiency and user experience.

Conduct after-action reviews for service disruptions and lead problem management activities.

Develop and maintain system documentation, including architecture, configurations, and procedures.

Please note that 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 U.S. citizen.

Must be able to obtain and maintain an active DoD Secret Clearance.

IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).

Must have a BA/BS in computer science, information technology, or related fields.

Must have an Operating System environment certification (e.g., Win10, Win11, MS Server).

Must have at least 10 years of relevant IT Service Management configuration and technical leadership.

Preferred:

Active DoD Secret Security Clearance.

Proficiency with Microsoft Office products.

Experience creating and modifying documentation for technical processes and procedures.

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: $90,000 - $130,000

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.

This position is contingent upon the successful acquisition of the government contract and the completion of ongoing negotiations. We anticipate these processes will be completed by June 2026, at which time interviews and offers will be extended upon successful contract award.

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.

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