Link Solutions, Inc.
Information Technology And Services
ServiceDeskIncidentManager
Neural analysis suggests this role is
optimal for mid candidates.
“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 and service delivery performance; improve efficiency and service delivery; drive problem management and 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
Full Job Description
Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services. If you’re looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions! Link is quality and compliance-focused, under our guiding philosophy, “Mission First, Customer Always". We are certified in ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2022; CMMC Level 2 certified; and appraised at CMMI Maturity Level 3 for Services and Development. Link Solutions is seeking a Service Desk Incident Manager to join our team at Adelphi, MD. * Must be a U.S. Citizen with an active DoW Secret Clearance. * Non-remote (relocation incentive available) The Service Desk Incident Manager will be responsible for ensuring efficient processing of service requests and effective incident management in accordance with DoD standards and best business practices to drive process improvement and service delivery performance. Become an integral part of a professionally diverse team while working at an industry-leading organization. This is a great opportunity that will allow you to work on innovative projects that offer advancement and growth while helping protect our national security. Job Responsibilities: * Oversee and manage the service request queue, ensuring timely intake, assignment, escalation, and resolution of incidents. * Utilize the ticket management system to monitor, track, and report on service requests and incident statuses. * Lead incident response activities by coordinating with Service Desk Leads and technical support teams. * Track and manage high-priority incidents, ensuring proper escalation paths and communication protocols. * Implement and enforce metrics-driven processes to improve efficiency and serv
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