IT Service Management (ITSM) Technical Lead

Link Solutions, Inc.•Patuxent, MD

3d•$90,000 - $130,000•Onsite

About The Position

Link Solutions is seeking an IT Service Management (ITSM) 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 IT Service Management (ITSM) Technical Lead will serve as the technical lead for the Enterprise Service Desk’s IT Service Management (ITSM) platform. You will oversee the system development, administration, and support of the platform to ensure the government mission objectives are achievable through support metrics. Please note that 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 U.S. citizen.
Must be able to obtain and maintain an active DoD Secret Clearance.
IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
Must have a BA/BS in computer science, information technology, or related fields.
Must have an Operating System environment certification (e.g., Win10, Win11, MS Server).
Must have at least 10 years of relevant IT Service Management configuration and technical leadership.

Nice To Haves

Active DoD Secret Security Clearance.
Proficiency with Microsoft Office products.
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.

Responsibilities

Coordinate and manage the design, configuration, integration, and sustainment of ITSM modules (Incident, Problem, Change, Configuration, Knowledge, Service Catalog).
Lead the technical troubleshooting and resolution of ITSM platform issues, ensuring stability, security, and minimal downtime.
Collaborate with the Service Desk Tools Project Manager to align technical execution with program strategy and goals.
Manage workflow automation, process optimization, and system customizations to improve efficiency and user experience.
Conduct after-action reviews for service disruptions and lead problem management activities.
Develop and maintain system documentation, including architecture, configurations, and procedures.