IT Service Management Coordinator

Link Solutions is seeking an IT Service Management Coordinator to join our team in Orlando FL.

• U.S. Citizen
• Active DoD Secret Clearance 
• Non-remote (relocation incentive available)

The IT Service Management Coordinator will support the South East Region Cyberspace Support Center (RCSC) and serve as a key member of the service delivery team supporting mission-critical government operations. This position is primarily a customer service and operational support role focused on facilitating communication service coordination and support delivery between end users Government stakeholders and technical teams.

The ideal candidate is highly organized detail-oriented and customer-focused with strong communication and administrative skills. Successful candidates will possess experience supporting IT operations managing documentation and records and working within fast-paced enterprise or Department of Defense environments.

This role is best suited for individuals who excel in customer support process coordination and operational administration rather than hands-on technical support activities.

Job Responsibilities:

• Utilize the AESMP (ServiceNow) platform to create update manage track and close service requests incidents and work orders.
• Monitor ticket queues and ensure service requests are properly documented prioritized assigned and resolved within established service levels.
• Maintain accurate records within ticketing systems ensuring data integrity and completeness.
• Generate and maintain operational reports related to service desk activities ticket status performance metrics and customer support operations.
• Monitor ticketing metrics and identify opportunities to improve service delivery operational efficiency and customer satisfaction.
• Support quality assurance reviews to ensure compliance with established procedures policies and customer requirements.
• Update and maintain ticket databases and track incidents work orders service requests and support activities.
• Collaborate with technical teams project managers and Government stakeholders to support operational requirements and service delivery objectives.
• Assist with documentation management schedule development records maintenance and configuration management activities.
• Support process improvement initiatives knowledge management efforts and operational reporting requirements.
• Develop and maintain standard operating procedures process documentation and knowledge articles.
• Ensure compliance with company policies customer requirements and applicable government regulations.
• Provide exceptional customer service while supporting mission-critical systems and operations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the employee for this position.

Compensation Range:

• $60000 - $70000 annually
• Full-Time (Monday-Friday)

Several factors influence final compensation including relevant experience technical expertise certifications and education.

Qualifications :

• U.S. Citizen.
• Active DoD Secret Clearance.
• Four (4) years of experience supporting IT operations service desk activities ticket management customer support help desk operations or related information technology functions.
• Experience utilizing ServiceNow ticket management systems IT service management (ITSM) platforms or enterprise support tools.
• Experience developing maintaining and managing reports technical documentation records schedules or configuration management documentation.
• Experience supporting customer service operations within an IT service desk or help desk environment.
• Proficiency with Microsoft Office applications including Word Excel Outlook and PowerPoint.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Ability to interact professionally with customers Government personnel and technical teams.

Preferred:

• Experience supporting Department of Defense (DoD) or Federal Government IT environments.
• Experience generating operational reports performance metrics or service-level reporting.
• Experience supporting process improvement knowledge management or quality assurance initiatives.
• Familiarity with configuration management principles and recordkeeping practices.

Additional Information :

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays paid time off medical dental vision company-paid long and short-term disability life insurance referral bonuses relocation reimbursement incentive certification reimbursement program retirement and more.

Link Solutions Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines. 

Remote Work :

No

Employment Type :

Full-time