IT Service Management Coordinator

About the job

Job Description 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: • $60,000 - $70,000 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.