Service Desk Technician, Lead

The Lead Service Desk Technician will be based at one of three Amentum sites in Iraq and serve the Operations and Maintenance Support Services (OMSS) in support of the U.S. Department of State and the Department of Defense. This position will be responsible for accepting service calls from customers - 24 hours a day, 365 days a year through assigned shift work and will report to the Customer Service Supervisor. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive.

DUTIES:

• Responsible for maintaining a safe workplace and ensuring that safety is the highest priority in the workplace.
• Comply with all Environmental Health & Safety and Quality Assurance requirements and goals. Provide information and materials to these divisions as necessary to ensure adequate and legal documentation.
• Responsible for establishing and maintaining detailed work procedures and schedules for accomplishment of Service Desk operations outlined in SOP.
• Schedule and lead staff who must be able to accept service calls 24 hours a day, 7 days a week, 365 days a year.
• Train staff to prioritize calls (emergency, urgent, or routine), document calls, issue work orders, and dispatch service technicians by phone or radio, as needed.
• Train staff in contract scope of work to document and refer work outside of contract scope to the Contracting Officer’s Representative (COR) or delegate for clarification.
• Perform 100% customer call back to ensure satisfactory resolution of work orders.
• Input data to, run reports from, and train staff in use of GMMS/MAXIMO.
• Provide detailed daily, weekly, and monthly reports to Site Management.
• Perform advanced excel spreadsheet report generation and data trending analysis.
• Dispatch personnel by phone or radio, as needed.
• Regularly review GMMS/Maximo data entries and implement quality control methods.
• Understand the contract statement of work (SOW) to document and refer work outside the contract SOW to the Site Management for guidance.
• Be knowledgeable of the Amentum rules and regulations as they apply to Service Desk operations, capability to work with a team, ability to work with Service Desk customers effectively and politely as well as handle emergency situations effectively.
• Perform additional duties and projects as assigned.

REQUIRED:

Minimum Preferred Experience Level:

• Two (2) years’ experience with Global Maintenance Management System (GMMS) and Maximo software.

Knowledge, Skills, and Abilities:

• Excellent interpersonal and communication skills.
• Expert level English written and verbal skills.
• Proficiency in Microsoft Professional software with MS Word, PowerPoint, Access, and Internet Explorer.
  • Expert level skills with Outlook and Microsoft Excel spreadsheets.
  • Ability to understand and memorize standard operating procedures.
• Ability to master the use of GMMS.
• General knowledge of trades or maintenance activities and trade used terminology. Word, PowerPoint, Outlook, Access, and Internet Explorer).

Passports, Licenses and Certifications:

• As part of pre-contingency requirements, at the time of   candidates must possess a valid passport or have started the process of obtaining one) with a minimum of 18 months remaining to expiration date with 8 blank pages.
• Valid drivers’ license
• Comply with safety, health, and security measures.

DESIRED:

• Degree in Business, Information Technology, or related field.
• Three (3) years’ experience with Global Maintenance Management System (GMMS) software.
• Previous experience in a trades, construction, or maintenance environment.
• Previous experience using Maximo software is highly desirable.
• Previous experience on an overseas government contract.
• Previous work experience in harsh environmental conditions is a plus.
• Experience working with Amentum.

OTHER KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility.
• Experience providing excellent customer services.
• Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules.
• Cross-cultural sensitivity with an international perspective.
• Excellent organizational and time management skills.
• Ability to become an active and functioning member of a team.
• Must have the ability to be innovative and be an agent for change.
• Expert communication skills to facilitate and disseminate information.

WORKING AND LIVING CONDITIONS:

This position may be located in a war zone, in an environment with harsh and dangerous working and living conditions. While performing the duties of this job, the employee may regularly be exposed to extreme and austere desert-like environment. Temperatures can reach 120- 130 degrees Fahrenheit/50-55 degrees Celsius during the summer months. Employees must be willing and able to perform regular job requirements in this austere, extreme environment, as well as willing and able to deploy to Iraq for extended periods. Work schedules are a minimum of 6 days per week and 10 hours per day, while some jobs have higher daily and weekly minimums. Employees must be willing and able to perform physical activities including, but not limited to, heavy lifting and moving of items, parts, assemblies, and equipment up to the safety regulation maximum; climbing in and out of equipment; crawling; and working outdoors. This includes being able to lift and carry 40 pounds of personal protective equipment for extended periods of time and being capable of running and ‘duck & cover’ during emergencies without putting oneself or others at risk.

       

Compensation Details:

27000.00

       

The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

 

Benefits Overview:

Our health and welfare benefits are designed to support you and your priorities. Offerings include:

• Health, dental, and vision insurance

• Paid time off and holidays

• Retirement benefits (including 401(k) matching)

• Educational reimbursement

• Parental leave

• Employee stock purchase plan

• Tax-saving options

• Disability and life insurance

• Pet insurance

 

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.

       

Original Posting:

03/17/2026 - Until Filled

Amentum anticipates this job requisition will remain open for at least three days, with a closing date no earlier than three days after the original posting. This timeline may change based on business needs.

       

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed,  marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters.