Link Solutions is seeking a Service Desk Site Lead to join our team in Aberdeen, MD.Must be a U.S. CitizenActive Top Secret Clearance requiredIAT Level II Certification equivalent or higherNon-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.This exciting opportunity allows you to support innovative research and modernization efforts while contributing to technologies that enhance Soldier readiness and national security.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.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.
