Service Desk Request Queue Manager

Link Solutions is seeking a Service Desk Request Queue Manager to join our team at Adelphi, MD. The successful candidate will oversee and manage the service request queue, ensuring efficient processing of service requests and effective incident management in accordance with DoD standards and best business practices.

Requirements

• Must be a US Citizen
• Must have an active DoD Security Clearance
• Must have a BA/BS in computer sciences or information technology, or a High School Diploma with two (2+) additional years of experience
• Must have at least 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
• Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date
• Experience with incident management within the ServiceNow Information Technology Service Management (ITSM) platform
• Experience creating and modifying documentation for technical processes and procedures
• Experience working in a Department of Defense (DoD) environment
• A problem solver and troubleshooter who thrives in resolving complex problems
• Strong 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

Benefits

• 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