IT Service Management Coordinator
$60k - $70k/yr+ Referral bonuses + Relocation reimbursement incentive
Mid
Orlando, FL, USA
In PersonRelocation reimbursement incentive is available.
IT Operations
No H1B Sponsorship
US Citizenship Required
About the job
Requirements
- U.S. citizenship is required.
- An active Department of Defense Secret clearance is required.
- Four years of experience supporting IT operations, service desk activities, ticket management, customer support, help desk operations, or related information technology functions is required.
- Experience using ServiceNow, ticket management systems, IT service management platforms, or enterprise support tools is required.
- Experience developing, maintaining, and managing reports, technical documentation, records, schedules, or configuration management documentation is required.
- Experience supporting customer service operations within an IT, service desk, or help desk environment is required.
- Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint, is required.
- Strong written and verbal communication skills are required.
- Strong organizational skills and attention to detail are required.
- Ability to manage multiple priorities in a fast-paced operational environment is required.
- Ability to interact professionally with customers, Government personnel, and technical teams is required.
Responsibilities
- Use 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 customer service while supporting mission-critical systems and operations.
Desired Qualifications
- Experience supporting Department of Defense or Federal Government IT environments is preferred.
- Experience generating operational reports, performance metrics, or service-level reporting is preferred.
- Experience supporting process improvement, knowledge management, or quality assurance initiatives is preferred.
- Familiarity with configuration management principles and recordkeeping practices is preferred.
About the company
Link Solutions provides IT infrastructure support, application development, cybersecurity, virtualization, and cloud and mobility services to U.S. federal government agencies. Its offerings cover designing, deploying, and managing IT environments, building custom applications, securing systems, virtualizing workloads, and enabling cloud and mobile access for government workflows. The company differentiates itself with certifications and governance credentials (ISO 9000, ISO 20000, ISO 27000; CMMI ML3 DEV, SVC, and SPM) and its SBA 8(a) program history, signaling trained processes and a track record with federal clients. With a guiding philosophy of “Mission First… Customer Always,” Link Solutions aims to deliver enduring, mission-focused solutions and lasting client relationships that provide superior support to government missions.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
McLean, Virginia
Founded
2006
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Simplify's Take
What believers are saying
- July 2026 ARL task order confirms continued Army demand for Link Solutions.
- March 2025 IMCS IV telephone award and 2025 NETCOM win broaden base.
- Updated company news in August 2026 signals active pipeline and execution momentum.
What critics are saying
- Army revenue concentration exposes Link Solutions to recompetes, scope cuts, and protest delays.
- A missing 2026 diversification win leaves the company dependent on federal budget cycles.
- If IMCS IV loses share, LinkedIn-sized primes can displace Link Solutions quickly.
What makes Link Solutions unique
- Army-centric IT services on IMCS IV, a $990 million vehicle through 2033.
- Won $97 million Army Research Laboratory modernization work in July 2026.
- Offers communications, cloud, cybersecurity, and virtualization across DoD installations.
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Benefits
- Hybrid Work Options