Help Desk Coordinator

Black Bear Technology Solutions, LLC is seeking an experienced Help Desk Coordinator to oversee the flow of IT service requests and incidents, applying ITIL practices to keep ServiceNow queues moving and SLAs met. This onsite role in Adelphi, MD supports IT operations while improving the user experience for a broad enterprise environment.

Responsibilities

• Coordinate the intake and progression of service requests and incidents using ITIL-based methods.
• Leverage ServiceNow to track ticket status and document incidents.
• Ensure prompt recognition, investigation, containment, resolution, and post-resolution follow-up.
• Resolve routine issues independently and escalate more complex cases to Tier 2 or supervisory staff.
• Collaborate with Service Desk Leads and IT teams to prioritize and coordinate fixes.
• Monitor service metrics and generate reports to improve response times and delivery.
• Continuously enhance the service desk operation with a focus on user experience and IT process improvements.
• Provide guidance and training to junior personnel as needed.
• Maintain efficiency and performance in incident management across enterprise support environments.

Requirements

• At least five years of experience in IT support or help desk operations.
• Bachelor’s degree, or a high school diploma with an additional two years of relevant experience.

Technologies

• ITIL
• ServiceNow

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Clearance Required

Active Secret Clearance

Location

Adelphi, MD (onsite)

Job Types

• Full-time
• Contract

Salary

$54,000 - $64,000 per year

Work Location

In person

Security Clearance

Top Secret (Required)

Certifications (Required)

• IAT II certification - CompTIA (Network+, Security+, or equivalent)
• ITIL v4 Foundation
• Must meet DoD 8750 and 8140 compliance requirements