Service Desk Lead - Oconus - Remote Eligible

Service Delivery Lead - OCONUS

The Service Delivery Lead - OCONUS oversees end-to-end delivery of IT services to ensure enterprise users in overseas locations receive reliable, high-quality support aligned with defined service levels. This role leads multi-site service teams, manages escalations, and ensures that incidents, requests, and changes are handled in accordance with structured service management processes. The position partners closely with customers, vendors, and internal infrastructure and application teams to maintain service continuity in a highly regulated government environment. The lead also drives continuous improvement, performance reporting, and compliance with security and operational standards across OCONUS locations.

Key Responsibilities

• Oversee day-to-day IT service delivery operations, ensuring adherence to service level agreements and timely resolution of incidents and service requests across OCONUS sites.
• Lead and mentor service desk and field support teams in dispersed or remote locations, including workload management, coaching, and performance reviews.
• Manage major incident and escalation processes, coordinating with infrastructure, network, and application owners to restore services for mission-critical systems.
• Implement and refine ITIL-aligned processes for incident, request, problem, and change management to standardize service delivery across multiple overseas sites.
• Track and report key performance indicators and customer satisfaction metrics, using trend analysis to identify service gaps and prioritize improvement initiatives.
• Collaborate with security, compliance, and facilities teams to ensure services operate within required security, safety, and regulatory constraints in overseas environments.
• Coordinate vendor and subcontractor activities supporting overseas service delivery, validating that contractual obligations and technical standards are met.
• Contribute to continuity of operations and disaster recovery planning for user-facing services, including participation in testing and after-action reviews.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field; equivalent relevant experience may be considered in lieu of a degree.
• Minimum 6 years of personal computer support or service desk experience, including at least 5 years of customer service or public relations experience.
• Minimum 2–5 years of management experience leading IT support teams or service delivery operations.
• Public Trust clearance required.
• US citizen; must meet citizenship requirements for federal client environments.

Preferred Qualifications

• ITIL Foundation or higher-level certification demonstrating formal training in service management practices.
• Experience managing IT services for government or defense customers in OCONUS or other complex, high-security environments.
• Familiarity with enterprise ITSM platforms such as ServiceNow, Remedy, or similar tools used to manage tickets, workflows, and reporting.
• Demonstrated track record leading multi-site or distributed service delivery teams.
• Experience with incident tracking systems and performance dashboard development.

NOTE: This position may require upwards to 10-15% travel abroad