IT Service Lead

At UN COMN , we don't just fix issues; we deliver secure solutions that power essential operations in both the public and private sectors. Our team tackles tough challenges—whether it's improving organizational systems, streamlining logistics, or making sense of complex data—all with one goal: helping our clients succeed so they can continue serving others. We've built a culture rooted in our Core Values , where innovation thrives, work-life balance is respected, and career growth is always encouraged. We're also proud to be recognized as a ' Top Workplace ,' and that's not just us talking; it's our employees. Now, we're looking for another Uncommon Genius to join our dynamic team. If you love solving puzzles, building new things, fixing what's broken, or pushing the boundaries of creativity, we encourage you to explore the details of this position below! UN COMN is seeking an IT Service Lead to provide leadership for internal IT service delivery and direct oversight of the Service Desk, ensuring support services are consistent, measurable, and scalable. This role is responsible for managing the service catalog, ITSM workflows, change governance, and service reporting to align IT service delivery with

ISO 20000

service management expectations and support effective business execution. This is an in-person position, with some remote flexibility, subject to supervisor approval and business needs, and additional key responsibilities include: Maintain and improve the IT service catalog, including standard service offerings, request fulfillment workflows, and clear service ownership expectations. Serve as a service owner for assigned internal technology services, helping ensure performance, reliability, and service delivery align with business requirements. Partner with business units to understand service needs, identify pain points, and drive practical improvements that enhance internal technology services. Oversee incident, service request, problem, and change management processes, including prioritization, escalation paths, and operational procedures. Coordinate the Change Advisory Board (CAB), maintain the change calendar, and help ensure change records are complete, accurate, and well documented. Prepare and review service reporting, including backlog health, cycle times, recurring issue trends, service performance, and opportunities to improve delivery. Promote strong knowledge management practices that improve article quality, encourage reuse, and reduce repeat incidents. Drive continual improvement efforts by identifying automation opportunities, process gaps, recurring service issues, and opportunities to optimize the user experience. Ensure onboarding and offboarding services are carried out consistently through defined workflows, clear handoffs, and completion tracking. Lead and support the Service Desk, combining day-to-day supervisory responsibility with hands-on ticket work as needed to maintain service continuity and support the team. Perform other duties as assigned in support of business operations and company growth. This position description outlines the core duties for this role, but it is not all-inclusive. Responsibilities may shift based on contract requirements, mission needs, or organizational objectives. Requirements 7+ years of combined education and professional experience in IT service management, service delivery, or IT operations leadership. Must be eligible to obtain a Secret clearance, granted by the US Government, which requires US citizenship. The government also uses 13 adjudicative guidelines to determine an individual's eligibility. Experience working in a structured ITSM environment and supporting mature service delivery practices. Background leading or supporting a Service Desk team and working across technical and business stakeholders. Strong knowledge of incident, request, problem, and change management principles. Experience using service reporting and operational metrics to assess performance and support continuous improvement. ITIL Foundation certification and/or familiarity with

ISO 20000

preferred. Why UN COMN?

Instant Flexible PTO:

Enjoy flexible paid time off starting your very first day with us!

Generous Holidays:

Benefit from 7 paid holidays and up to 3 floating holidays annually.

Immediate Health Coverage:

Get access to comprehensive health benefits from day one. 401

K Safe Harbor Match:

Secure your future with our top-tier 401K matching program.

Growth Opportunities:

Advance your career with our training and education assistance programs. Free Employee Assistance Program (EAP): Access complimentary support services for you and your family.

Note:

Benefits apply to full-time employees only. Don't meet every single requirement? We're dedicated to building an uncommon, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.