Service Desk Incident Manager

Job Description

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. 

Qualifications

• 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.

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.