Link Solutions, Inc.
Information Technology And Services
ServiceDeskIncidentManager
“Service Desk Incident Manager at Link Solutions, Inc.. Skills: Incident Management, Service Request Management, Process Improvement. Oversee and manage service request queue. Utilize ticket management system”
What You'll Achieve.
drive process improvement; service delivery performance; improve efficiency; service delivery; drive problem management; continuous improvement efforts; support compliance requirements
Industry & Context.
A problem solver and troubleshooter who thrives in resolving complex problems
U. S. Citizen, active DoW Secret Clearance
What They're Looking For.
Must Have
U. S. Citizen with an active DoW Secret Clearance, BAS degree with two (+2) years of experience in Computer Science, Information Systems OR 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 the start date
Nice to Have
Experience working in a Department of Defense (DoD) environment, 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, A problem solver and troubleshooter who thrives in resolving complex problems, 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
What You'll Do.
Oversee and manage service request queue
Utilize ticket management system
Lead incident response activities
Track and manage high-priority incidents
Implement and enforce metrics-driven processes
Identify and analyze incident trends
Ensure service level agreements (SLAs) are met
How You'll Work.
Team & Collaboration
coordinating with Service Desk Leads and technical support teams
Communication Scope
Excellent communication skills (written and oral); interpersonal skills
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