Service Desk Request Queue Manager

Link Solutions is seeking a Service Desk Request Queue Manager to join our team at Adelphi, MD.Must be a US Citizen DoD Secret Clearance requiredNon-remote (relocation incentive available)The Service Desk Request Queue Manager will be responsible for ensuring efficient processing of service requests and effective incident management in accordance with DoD standards and best business practices to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD.  Job Responsibilities:Oversee and manage the service rquest 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.