Service Desk Site Lead

Link Solutions, Inc.•Aberdeen, MD

8h•$65,000 - $75,000•Onsite

About The Position

Link Solutions, Inc. is seeking a Service Desk Site Lead to support the Army Research Laboratory (ARL) Information Technology Modernization and Support Services program in Aberdeen, Maryland. This non-remote role leads daily Service Desk operations supporting technicians, engineers, researchers, and mission partners across ARL’s enterprise environment. The Site Lead manages technical support personnel, oversees service delivery, ensures SLA compliance, and supports modernization initiatives that enable critical research and development missions. The Service Desk Site Lead serves as the primary escalation point for customer and technician issues and partners with program leadership to improve service delivery, processes, and operational effectiveness. The role includes Tier II support and coordination with infrastructure, cybersecurity, cloud, application, and engineering teams. Candidates must be U.S. citizens with an active Top Secret clearance, despite the qualifications section also listing an active DoD Secret clearance requirement. An IAT Level II certification equivalent or higher is required. A relocation incentive is available. The position is full-time, Monday through Friday, with an annual compensation range of $65,000 to $75,000. Final compensation depends on relevant experience, technical expertise, certifications, education, and government rate.

Requirements

Must be a U.S. citizen.
Active clearance required; the posting states Active Top Secret Clearance in the role overview and Active DoD Secret Clearance in the qualifications.
IAT Level II certification equivalent or higher under DoD 8570/8140 requirements; examples include CompTIA Security+ CE, SSCP, GSEC, CCNA Security, GICSP, or equivalent.
Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field and at least 3 years of relevant experience, or at least 5 years of relevant IT support, Service Desk, or technical operations experience.
Demonstrated experience leading Service Desk, Help Desk, or IT Operations teams.
Experience managing ticket queues, incident management processes, and service delivery operations.
Experience creating, maintaining, and updating technical documentation, knowledge articles, and operational procedures.
Experience supporting enterprise IT operations, end-user services, and customer support environments.
Ability to lead personnel, manage competing priorities, and operate effectively in a mission-critical environment.
Strong analytical, organizational, and customer service skills.
Excellent written and verbal communication skills.

Nice To Haves

ITIL v4 Foundation certification or higher.
Experience supporting Army Research Laboratory (ARL), Department of Defense (DoD), or Federal Government environments.
Experience supporting research, engineering, testing, or laboratory environments.
Experience leading geographically dispersed support teams.
Experience with ServiceNow administration, reporting, dashboards, workflow management, and knowledge management.
Experience measuring and improving SLA performance, ticket quality, and customer satisfaction metrics.
Microsoft operating system, endpoint management, Microsoft 365, Azure, or cloud administration certifications.
Experience supporting enterprise-scale IT Service Management (ITSM) operations.
Experience supporting infrastructure modernization, cloud initiatives, cybersecurity programs, or enterprise technology transformation efforts.
Exceptional written and verbal communication skills.
Strong analytical, organizational, leadership, and problem-solving abilities.

Responsibilities

Lead daily Service Desk operations, providing responsive support for end users and mission-critical systems.
Supervise, mentor, and develop Service Desk personnel while fostering accountability, collaboration, and customer service.
Manage ticket queues, workload distribution, and SLA performance to support timely incident and service-request resolution.
Serve as the primary escalation point for customer concerns, operational issues, and complex technical support challenges.
Coordinate with infrastructure, cybersecurity, cloud, application, and engineering teams to resolve issues and restore services.
Monitor operational performance, identify service trends, and implement process improvements to improve efficiency and customer satisfaction.
Support onboarding, training, workforce readiness, and knowledge-sharing initiatives.
Ensure compliance with ServiceNow processes, knowledge management standards, operational procedures, and documentation requirements.
Develop and maintain technical documentation, work instructions, operational procedures, and knowledge base articles.
Support audit readiness, compliance initiatives, and performance reporting.
Provide Tier II technical support and guidance for end-user devices, operating systems, applications, and enterprise IT services.
Support enterprise IT modernization, cybersecurity, cloud, and digital transformation initiatives across the ARL environment.