IT Service Management Coordinator

About the role

Link Solutions is seeking an IT Service Management Coordinator to join our team in Orlando, FL. U.S. Citizen Active DoD Secret Clearance Non-remote (relocation incentive available) The IT Service Management Coordinator will support the South East Region Cyberspace Support Center (RCSC) and serve as a key member of the service delivery team supporting mission-critical government operations.

This position is primarily a customer service and operational support role focused on facilitating communication, service coordination, and support delivery between end users, Government stakeholders, and technical teams. The ideal candidate is highly organized, detail-oriented, and customer-focused, with strong communication and administrative skills.

Successful candidates will possess experience supporting IT operations, managing documentation and records, and working within fast-paced enterprise or Department of Defense environments. This role is best suited for individuals who excel in customer support, process coordination, and operational administration rather than hands-on technical support activities.

Job Responsibilities

• Utilize the AESMP (ServiceNow) platform to create, update, manage, track, and close service requests, incidents, and work orders.
• Monitor ticket queues and ensure service requests are properly documented, prioritized, assigned, and resolved within established service levels.
• Maintain accurate records within ticketing systems, ensuring data integrity and completeness.

• Generate and maintain operational reports related to service desk activities, ticket status, performance metrics, and customer support operations.
• Monitor ticketing metrics and identify opportunities to improve service delivery, operational efficiency, and customer satisfaction.
• Support quality assurance reviews to ensure compliance with established procedures, policies, and customer requirements.

• Update and maintain ticket databases and track incidents, work orders, service requests, and support activities.
• Collaborate with technical teams, project managers, and Government stakeholders to support operational requirements and service delivery objectives.
• Assist with documentation management, schedule development, records maintenance, and configuration management activities.

• Support process improvement initiatives, knowledge management efforts, and operational reporting requirements.
• Develop and maintain standard operating procedures, process documentation, and knowledge articles.
• Ensure compliance with company policies, customer requirements, and applicable government regulations.
• Provide exceptional customer service while supporting mission-critical systems and operations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position.

Compensation

Range: $60,000 - $70,000 annually Full-Time (Monday-Friday) Several factors influence final compensation, including relevant experience, technical expertise, certifications, and education.

Qualifications & Requirements

U.S. Citizen. Active DoD Secret Clearance. Four (4) years of experience supporting IT operations, service desk activities, ticket management, customer support, help desk operations, or related information technology functions. Experience utilizing ServiceNow, ticket management systems, IT service management (ITSM) platforms, or enterprise support tools.

• Experience developing, maintaining, and managing reports, technical documentation, records, schedules, or configuration management documentation.
• Experience supporting customer service operations within an IT, service desk, or help desk environment.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Strong written and verbal communication skills.

• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Ability to interact professionally with customers, Government personnel, and technical teams.
• Preferred: Experience supporting Department of Defense (DoD) or Federal Government IT environments.
• Experience generating operational reports, performance metrics, or service-level reporting.

Experience supporting process improvement, knowledge management, or quality assurance initiatives. Familiarity with configuration management principles and recordkeeping practices.

Additional Information

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays, paid time off, medical, dental, vision, company-paid long and short-term disability, life insurance, referral bonuses, relocation reimbursement incentive, certification reimbursement program, retirement, and more. Link Solutions, Inc. is an EOE. AA/M/F/D/V. All your information will be kept confidential according to EEO guidelines.