Service Desk Site Lead

Link Solutions, Inc.•Aberdeen, MD

11d•$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 is a non-remote position; a relocation incentive is available. The role serves as the primary escalation point for customer and technician issues and partners with program leadership to advance service delivery, process improvement, and operational effectiveness. The Site Lead directs daily Service Desk operations supporting technicians, engineers, researchers, and mission partners across ARL’s enterprise environment. The position oversees service delivery activities and technical support personnel, ensures SLA compliance, and supports IT modernization initiatives that enable research and development missions. It also provides Tier II technical support and guidance for end-user devices, operating systems, applications, and enterprise IT services. Candidates must be U.S. citizens with an active Secret clearance and an IAT Level II certification or higher. The position is full-time, Monday through Friday, with an annual compensation range of $65,000–$75,000. Final compensation may depend on experience, technical expertise, certifications, education, and government rate.

Requirements

U.S. citizenship.
Active DoD Secret clearance.
IAT Level II certification equivalent or higher under DoD 8570/8140 requirements; examples include CompTIA Security+ CE, SSCP, GSEC, CCNA Security, or GICSP.
Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field and three or more years of relevant experience; alternatively, five or more 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 ARL, 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 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 to provide reliable, responsive support for end users and mission-critical systems.
Supervise, mentor, and develop Service Desk personnel while promoting accountability, collaboration, and customer service excellence.
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 improvements to 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.