Service Desk Incident Manager

Service Desk Incident Manager

Location:

Aberdeen Proving Ground, MD

Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs.

• U.S. Citizen with an active DoW Secret Clearance
• IAT Level II certification equivalent or higher
• Non-remote position (relocation incentive available)

• 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.

• 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.
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

$42,000 - $62,000

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.