IT Service Management Coordinator

Salary: $60,000 - 70,000 per year Requirements:

• We require U.S. citizenship and an active DoD Secret clearance.
• We require at least four years of experience supporting IT operations, service desk activities, ticket management, customer support, help desk operations, or related IT functions.
• We require experience with ServiceNow, ticket management systems, IT service management platforms, or enterprise support tools.
• We require experience developing, maintaining, and managing reports, technical documentation, records, schedules, or configuration management documentation.
• We require experience supporting customer service operations in an IT, service desk, or help desk environment.
• We require proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
• We require strong written and verbal communication, organization, and attention to detail.
• We require the ability to manage multiple priorities in a fast-paced operational environment and interact professionally with customers, Government personnel, and technical teams.
• We prefer experience in DoD or Federal Government IT environments; generating operational reports, performance metrics, or service-level reports; and supporting process improvement, knowledge management, or quality assurance initiatives.
• We prefer familiarity with configuration management principles and recordkeeping practices.

• Use the AESMP (ServiceNow) platform to create, update, track, manage, and close service requests, incidents, and work orders.
• Monitor ticket queues and ensure requests are documented, prioritized, assigned, and resolved within established service levels.
• Maintain complete, accurate ticket records and databases, including incidents, work orders, requests, and support activities.
• Prepare and maintain operational reports on service desk activity, ticket status, performance metrics, and customer support operations.
• Review ticket metrics and identify opportunities to improve service delivery, efficiency, and customer satisfaction.
• Support quality assurance reviews and help ensure compliance with procedures, policies, and customer requirements.
• Coordinate with technical teams, project managers, and Government stakeholders to support operational needs and service delivery.
• Assist with documentation management, scheduling, records maintenance, and configuration management.
• Support process improvement, knowledge management, and operational reporting initiatives.
• Develop and maintain standard operating procedures, process documents, and knowledge articles.
• Follow company policies, customer requirements, and applicable government regulations while providing customer service for mission-critical systems and operations.

• Cloud
• Excel
• Support
• ServiceNow
• DevOps
• ITSM

More:

We are Link Solutions, Inc., an IT services company supporting government clients and critical missions through infrastructure operations, application development, cybersecurity, virtualization, cloud, and mobility services. We are seeking an IT Service Management Coordinator to join our service delivery team in Orlando, Florida, supporting the South East Region Cyberspace Support Center and mission-critical government operations. This is a non-remote, full-time position, Monday through Friday; a relocation incentive is available. The role focuses on customer service, communication, service coordination, and operational administration rather than hands-on technical support. The annual compensation range is $60,000–$70,000, with final pay based on factors such as experience, technical expertise, certifications, and education. Our benefits include paid holidays and time off, medical, dental and vision coverage, company-paid short- and long-term disability and life insurance, referral bonuses, relocation reimbursement, certification reimbursement, retirement benefits, and more. We emphasize innovation, quality, and compliance under our philosophy, Mission First, Customer Always, and hold multiple ISO and CMMC certifications and CMMI Level 3 appraisals.

last updated 43 week of 2026