Service Desk Site Lead

Link Solutions is seeking a Service Desk Site Lead to join our team at Adelphi, MD.Must be a US Citizen DoD Secret Clearance requiredNon-remote (relocation incentive available)The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD.  Job Responsibilities:Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts.Responsible for ticket assignment for completion.Responsible and leads for quality control processes, service improvement and performance monitoring, and problem management.Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests.Recommend system modifications to enhance the usability of Information Systems and network resources.Route and escalate requests to Tier III and other teams for quick customer issue resolution.May work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.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.