Service Desk Incident Manager

Link Solutions Inc • Aberdeen Proving Ground, MD • 21h 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 certified in ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2022; CMMC Level 2 certified; and appraised at CMMI Maturity Level 3 for Services and Development.

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

U.S. Citizen with an active DoW Secret Clearance

IAT Level II certification equivalent or higher

Non-remote (relocation incentive available)

In this critical role, the Service Desk Incident Manager will lead the coordination and execution of incident management and service request processes, ensuring seamless operations in support of the Army Research Laboratory's vital mission. This position is responsible for driving efficient resolution, maintaining operational readiness, and continuously improving service delivery in alignment with Department of Defense (DoD) standards and industry best practices.

The ideal candidate will play a key role in enhancing performance, streamlining processes, and fostering a culture of accountability and excellence-ultimately ensuring that technical support services directly contribute to mission success and national security objectives.

Job Responsibilities:

Oversee and manage the service request queue, ensuring timely intake, assignment, escalation, and resolution of incidents.

Utilize the ticket management system to monitor, track, and report on service requests and incident statuses.

Lead incident response activities by coordinating with Service Desk Leads and technical support teams.

Track and manage high-priority incidents, ensuring proper escalation paths and communication protocols.

Implement and enforce metrics-driven processes to improve efficiency and service delivery.

Identify and analyze incident trends to drive problem management and continuous improvement efforts.

Ensure service level agreements (SLAs) are met and support compliance requirements for DoD IT environments.

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.

U.S. Citizen with an active DoW Secret Clearance

Five (5+) years of relevant experience working in an IT or Service Desk environment OR a BA/BS degree in Information Technology, Computer Science, Engineering, or related field with two (2+) years of 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.).

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

Strong self-starter requiring minimal supervision.

Proficiency with Microsoft Office products.

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

Preferred

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

Information Technology Infrastructure Library (ITIL) v4 certification A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.).

Experience with incident management within the ServiceNow Information Technology Service Management (ITSM) platform.

Experience creating and modifying documentation for technical processes and procedures.

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: $42,000 - $62,000

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

Warehouse Inventory Clerk

Ryder System • Aberdeen, MD • 2h ago

Management & Administrative

Position Description Ryder is immediately hiring a Permanent Full Time Warehouse Clerk in Aberdeen, MD Warehouse Positions Pay Weekly Hourly Pay $19.00 per hour Apply Here with Ryder Today Click here to see and hear it f...

2h ago

Go to Apply

Agile Project Manager

Insight Global • Newark, DE • 11h ago

Management & Administrative

Job Description R&D Digital Project / Product Manager responsible for driving Agile execution, coordinating cross-functional delivery, and aligning product teams to business priorities. This role focuses on scaling a...

11h ago

Go to Apply

Human Resources Specialist (Military)

U.S. Army Communications Electronics Command • Aberdeen Proving Ground, MD • 2d ago

Management & Administrative

Summary About the Position: Incumbent will be part of the U.S. Army Communications-Electronics Command (CECOM), G1, Military Personnel Division team located on Aberdeen Proving Ground, Maryland. CECOM is a major subordin...

2d ago

Go to Apply

Part Sales Manager - Part Time

AutoZone, Inc. • Oxford, PA • 3d 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...

3d ago

Go to Apply

Part Sales Manager - Full Time

AutoZone, Inc. • Middle River, MD • 3d ago

Management & Administrative

3d ago

Go to Apply

Purchasing Agent

Veterans Affairs, Veterans Health Administration • Perry Point, MD • 5d ago

Management & Administrative

Summary The position serves as a Purchasing Agent for the Logistics Service in a Veteran Affairs Health Care System (VA HCS) and supported catchment area. This position primarily performs Purchasing Agent work to acquire...

5d ago

Go to Apply

Manager, Warehouse

Hologic • Newark, DE • 5d ago

Management & Administrative

Manager, Warehouse Newark, DE, United States Why join Hologic: You will have the opportunity to get in on the ground floor at a high growth world class manufacturing facility working on life-saving medical devices with p...

5d ago

Go to Apply

Automotive Sales Manager

The Hertz Corporation • Nottingham, MD • 5d ago

Management & Administrative

Automotive Sales Manager Manage retail business including sales process, finance, and sales team. Assist in the management of all other store processes as needed and support omni-channel sales. Wage: Base salary plus sal...

5d ago

Go to Apply

Access Control Security Officer

Securitas Security Services USA, Inc. • Belcamp, MD • 5d ago

Management & Administrative

Access Control Security Officer Wage: $18.00-20.00/ hour Qualifications: Full-time and part-time positions available Must possess a valid driver's license Excellent customer service skills with a professional and friendl...

5d ago

Go to Apply

Access Control Security Officer

Securitas Security Services USA, Inc. • Bel Air, MD • 5d ago

Management & Administrative

5d ago

Go to Apply

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