Service Desk Incident Manager

Job Description

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

Must be a U.S. Citizen and hold an active DoD Security Clearance.

The Service Desk Incident Manager will be responsible for ensuring efficient processing of service requests and effective incident management in accordance with DoD standards and best business practices to drive process improvement and service delivery performance.

• 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.
• Active DoD Secret Clearance.
• BA/BS in computer sciences or information technology, or a High School Diploma with at least two additional years of experience.
• Five years of relevant experience in an IT or Service Desk environment.
• IAT Level II Certification or equivalent per DoD 8570/DoD 8140 (e.g., CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP).
• Microsoft 365 Certified:
  Endpoint Administrator Associate, or equivalent, within six months of start date.

Preferred:

• Experience working in a Department of Defense (DoD) environment.
• Information Technology Infrastructure Library (ITIL) v4 certification.
• Microsoft operating system environment certification (e.g., Windows 10, Windows 11, Microsoft Server 2019).
• Experience with incident management within the Service Now ITSM platform.
• Experience creating and modifying documentation for technical processes and procedures.
• A problem solver and troubleshooter who thrives in resolving complex problems.
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

$62,000

Competitive compensation and benefits package, including 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 Equal Employment Opportunity Employer. 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.