Service Desk Site Lead

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

• Must be a US Citizen 
• DoD Secret Clearance required
• Nonremote (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.  

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 enduser 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. 

Qualifications :

• Must be a US Citizen. 
• Must be able to obtain and maintain an active DoD Secret Clearance.
• Bachelors degree in engineering computer science IT service management or other ITrelated 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 valueadded programs and data solutions with existing structures and new requirements.
• Ability to work in a fastpaced and constantly evolving environment. 
• Must receive Microsoft 365 Certified: Endpoint Administrator Associate or equivalent within 6 months of start date.

Preferred:

• Active Security Clearance. 
• 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 selfstarter 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. 

Additional Information :

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays paid time off medical dental vision companypaid long and shortterm 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 EVerify Employment Verification Program. All your information will be kept confidential according to EEO guidelines. 

Remote Work :

No

Employment Type :

Fulltime