Data Analytics/Metrics Reporting Technical Lead

Link Solutions is seeking a Data Analytics/Metrics Reporting Technical Lead to join our team at Patuxent River, MD. Must be a U.S. Citizen  DoD Secret Clearance required Non-remote (relocation incentive available) Our Data Analytics/Metrics Reporting Technical Lead will serve as the technical lead for analytics and reporting functions supporting the Enterprise Service Desk (ESD) IT Service Management (ITSM) system. You will provide leadership with the knowledge and insight to drive continuous service delivery improvement and help our team exceed service level agreements (SLAs). Become an integral part of a professionally diverse team while working at an industry-leading organization. This is a great opportunity that will allow you to work on innovative projects that offer advancement and growth while helping protect our national security.Responsibilities: Oversee the design, development, and maintenance of dashboards, reports, and data visualizations to track ITSM performance, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs). Ensure accuracy, consistency, and reliability of data across reporting systems to support decision-making and performance reviews. Develop and manage metrics frameworks that provide insights into customer satisfaction, incident resolution times, and service delivery efficiency. Collaborate with the Service Desk Tools Project Manager and ITSM Technical Lead to ensure data-driven insights support continuous service improvement. Provide root cause analysis and trend reporting to identify recurring issues and recommend corrective actions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.