Service Desk Site Lead

About the role

Link Solutions is seeking a Service Desk Site Lead to join our team in Aberdeen, MD.

• U.S. Citizen
• Active Secret Clearance required
• IAT Level II certification
• Non-remote (relocation incentive available)

The Service Desk Site Lead will support the Army Research Laboratory (ARL) Information Technology Modernization and Support Services program and serve as the primary escalation point for customer and technician issues while partnering with program leadership to drive service delivery excellence, process improvement, and operational effectiveness.

This position is responsible for leading daily Service Desk operations supporting technicians, engineers, researchers, and mission partners across ARL's enterprise environment. The successful candidate will oversee service delivery activities, manage technical support personnel, ensure SLA compliance, and support IT modernization initiatives that enable critical research and development missions.

The ideal candidate is a proactive leader with strong technical, operational, and customer service experience who can effectively manage Service Desk personnel, coordinate operational priorities, improve service performance, and maintain mission-focused support operations.

Job Responsibilities

• Lead daily Service Desk operations, ensuring reliable and responsive support for end users and mission-critical systems.
• Supervise, mentor, and develop Service Desk personnel while fostering a culture of accountability, collaboration, and customer service excellence.
• Manage ticket queues, workload distribution, and SLA performance to ensure timely resolution of incidents and service requests.
• Serve as the primary escalation point for customer concerns, operational issues, and complex technical support challenges.
• Coordinate with infrastructure, cybersecurity, cloud, application, and engineering teams to resolve issues and restore services efficiently.
• Monitor operational performance, identify service trends, and implement process improvements that enhance efficiency and customer satisfaction.
• Support onboarding, training, workforce readiness, and knowledge-sharing initiatives across the Service Desk organization.
• Ensure compliance with ServiceNow processes, knowledge management standards, operational procedures, and documentation requirements.
• Develop and maintain technical documentation, work instructions, operational procedures, and knowledge base articles.
• Support audit readiness, compliance initiatives, and performance reporting activities.
• Provide Tier II technical support and guidance for end-user devices, operating systems, applications, and enterprise IT services.
• Support enterprise IT modernization, cybersecurity, cloud, and digital transformation initiatives across the ARL environment.

Additional information

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

Compensation Range

• $65,000 - $75,000 annually
• Full-Time (Monday-Friday)

Several factors influence final compensation, including relevant experience, technical expertise, certifications, education, and government rate.

Qualifications & Requirements

• U.S. Citizen.
• Active DoD Secret Clearance.
• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field and three (3+) years of relevant experience; or five (5+) years of relevant IT support, Service Desk, or technical operations experience.
• IAT Level II certification equivalent or higher in accordance with DoD 8570/8140 requirements (CompTIA Security+ CE, SSCP, GSEC, CCNA Security, GICSP, or equivalent).
• Demonstrated experience leading Service Desk, Help Desk, or IT Operations teams.
• Experience managing ticket queues, incident management processes, and service delivery operations.
• Experience creating, maintaining, and updating technical documentation, knowledge articles, and operational procedures.
• Experience supporting enterprise IT operations, end-user services, and customer support environments.
• Ability to lead personnel, manage competing priorities, and operate effectively in a mission-critical environment.
• Strong analytical, organizational, and customer service skills.
• Excellent written and verbal communication skills.

Preferred

• ITIL v4 Foundation certification or higher.
• Experience supporting Army Research Laboratory (ARL), Department of Defense (DoD), or Federal Government environments.
• Experience supporting research, engineering, testing, or laboratory environments.
• Experience leading geographically dispersed support teams.
• Experience with ServiceNow administration, reporting, dashboards, workflow management, and knowledge management.
• Experience measuring and improving SLA performance, ticket quality, and customer satisfaction metrics.
• Microsoft operating system, endpoint management, Microsoft 365, Azure, or cloud administration certifications.
• Experience supporting enterprise-scale IT Service Management (ITSM) operations.
• Experience supporting infrastructure modernization, cloud initiatives, cybersecurity programs, or enterprise technology transformation efforts.
• Exceptional written and verbal communication skills.
• Strong analytical, organizational, leadership, and problem-solving abilities.

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 incentive program, certification reimbursement program, retirement, and more.