Service Desk Site Lead

Link Solutions, Inc.-posted 3 months ago
$60,000 - $100,000/Yr
Full-time • Mid Level
Aberdeen Proving Ground, MD
51-100 employees
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Link Solutions is seeking a Service Desk Site Lead to join our team at Aberdeen Proving Ground, MD. Must be a US Citizen. Must have an active DoD Top Secret Clearance. Non-remote (relocation incentive available). Our Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Aberdeen Proving Ground, MD. Join a team of dedicated professionals at an industry-leading organization, where you will have the opportunity to work on innovative projects that contribute to national security. This position offers significant opportunities for career advancement and professional growth while supporting critical missions and operations.

  • Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts.
  • Responsible for ticket assignment for completion.
  • Responsible for and leading quality control processes, service improvement, performance monitoring, and problem management.
  • 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.
  • May work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.
  • Must be a US Citizen.
  • Must have an active DoD Top Secret Clearance.
  • Bachelor’s degree in engineering, computer science, IT service management, or other IT-related fields.
  • Four (4+) years in a supervisory or lead position.
  • Ten (10+) 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.).
  • Ability to work with customers to develop new value-added programs and data solutions with existing structures and new requirements.
  • Ability to work in a fast-paced and constantly evolving environment.
  • Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date.
  • Project Management Certifications (PMP/PMI CE).
  • Information Technology Infrastructure Library (ITIL) v4 certification.
  • A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.).
  • Proficiency with Microsoft Office products.
  • Experience creating and modifying documentation for technical processes and procedures.
  • Familiar with C4IM standards, services, and requirements.
  • 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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