Link Solutions is seeking a Service Desk Incident Manager to join our team at Aberdeen Proving Ground, MD.U.S. Citizen with an active DoW Secret ClearanceIAT Level II certification equivalent or higherNon-remote (relocation incentive available)In this critical role, the Service Desk Incident Manager will lead the coordination and execution of incident management and service request processes, ensuring seamless operations in support of the Army Research Laboratory’s vital mission. This position is responsible for driving efficient resolution, maintaining operational readiness, and continuously improving service delivery in alignment with Department of Defense (DoD) standards and industry best practices.The ideal candidate will play a key role in enhancing performance, streamlining processes, and fostering a culture of accountability and excellence—ultimately ensuring that technical support services directly contribute to mission success and national security objectives.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 service delivery.Identify and analyze incident trends to drive problem management and continuous improvement efforts.Ensure service level agreements (SLAs) are met and support compliance requirements for DoD IT environments.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. 
