Service Desk Request Queue Manager

Link Solutions, Inc.-posted 4 months ago
$37,000 - $62,000/Yr
Full-time • Mid Level
Adelphi, MD
51-100 employees
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Link Solutions is seeking a Service Desk Request Queue Manager to join our team at Adelphi, MD. 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.

  • 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.
  • Must be a US 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.
  • 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.
  • Paid holidays
  • Paid time off
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Company-paid long and short-term disability
  • Life insurance
  • Referral bonuses
  • Relocation incentive program
  • Certification reimbursement program
  • Retirement
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