Data Analytics/Metrics Reporting Technical Lead

Link Solutions, Inc.•Patuxent, MD

7d•$80,000 - $130,000•Onsite

About The Position

Link Solutions is seeking a Data Analytics/Metrics Reporting Technical Lead to join our team at Patuxent River, MD. Must be a U.S. Citizen DoD Secret Clearance required Non-remote (relocation incentive available) Our Data Analytics/Metrics Reporting Technical Lead will serve as the technical lead for analytics and reporting functions supporting the Enterprise Service Desk (ESD) IT Service Management (ITSM) system. You will provide leadership with the knowledge and insight to drive continuous service delivery improvement and help our team exceed service level agreements (SLAs). 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. 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.

Requirements

Must be a US Citizen.
Must be able to obtain and maintain an active DoD Secret Clearance.
Must have IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
Must have an Operating System environment certification (e.g., Win10, Win11, MS Server).
Must have BA/BS in Computer Sciences or Information Technology, or related fields.
Must have at least 10 years of relevant analytics, metrics, reporting, and IT Service Management experience.

Nice To Haves

Proficiency with Microsoft Office products.
Experience creating and modifying documentation for technical processes and procedures.
Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.
Excellent communication skills (written and oral) and interpersonal skills.
Excellent analytical, quantitative, and organizational skills.

Responsibilities

Oversee the design, development, and maintenance of dashboards, reports, and data visualizations to track ITSM performance, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
Ensure accuracy, consistency, and reliability of data across reporting systems to support decision-making and performance reviews.
Develop and manage metrics frameworks that provide insights into customer satisfaction, incident resolution times, and service delivery efficiency.
Collaborate with the Service Desk Tools Project Manager and ITSM Technical Lead to ensure data-driven insights support continuous service improvement.
Provide root cause analysis and trend reporting to identify recurring issues and recommend corrective actions.