Service Desk Site Lead

Link Solutions, Inc.•Adelphi, MD

2d•$49,000 - $82,000•Onsite

About The Position

Link Solutions is seeking a Service Desk Site Lead to join our team at Adelphi, MD. This role serves as the primary escalation point for customer and technician issues and interfaces with the Program Manager to drive process improvement and service delivery performance. It's an opportunity to become an integral part of a professionally diverse team at an industry-leading organization, working on innovative projects that offer advancement and growth while helping protect national security.

Requirements

Must be a US Citizen.
Must have an active DoD Security Clearance.
BA/BS Degree in Information Technology, Computer Science, Engineering, or related field with five (4+) years of experience working OR ten (10+) years of relevant experience in an IT enterprise network engineering role.
IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
Experience creating and modifying documentation for technical processes and procedures.
Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date.

Nice To Haves

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 working in a Department of Defense (DoD) environment.
A problem solver and troubleshooter who thrives in resolving complex problems.
Excellent communication skills (written and oral) and interpersonal skills.
Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Responsibilities

Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts.
Responsible for ticket assignment for completion.
Responsible for quality control processes, service improvement, and performance monitoring.
Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests.
Recommend system modifications to enhance the usability of Information Systems and network resources.
Route and escalate requests to Tier III and other teams for quick customer issue resolution.
Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.