Service Desk Request Queue Manager at Link Solutions, Inc.

Adelphi, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Feb, 26

Salary

62000.0

Posted On

25 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Service Desk, Process Improvement, Service Delivery, DoD Standards, Ticket Management, Problem Management, Communication Skills, Organizational Skills, Attention To Detail, Microsoft 365, ITIL, ServiceNow, Technical Documentation, Troubleshooting, Self-Starter

Industry

IT Services and IT Consulting

Description

Company Description 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 9001:2008, ISO 20000-1:2018, ISO 27001:2022 certified and appraised for CMMI ML3 for Services and Development. Job Description Link Solutions is seeking a Service Desk Request Queue Manager to join our team at Adelphi, MD. Must be a US Citizen Must have an active DoD Security Clearance. Non-remote (relocation incentive available) The Service Desk Request Queue 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. 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. 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. Qualifications Must be a U.S. Citizen. Must have an active DoD Security Clearance. Must have a BA/BS in computer sciences or information technology, or a High School Diploma with two (2+) additional years of experience. Must have at least five (5+) 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.). Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date. Preferred: 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. 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: $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. Additional Information 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.

Responsibilities

The Service Desk Request Queue Manager will oversee and manage the service request queue, ensuring timely intake, assignment, escalation, and resolution of incidents. This role involves leading incident response activities and implementing metrics-driven processes to improve efficiency and service delivery.