IT Service Operations Lead (EMEA&APAC)

Graebel Companies•Dundalk, MD

1d•Hybrid

About The Position

Our clients include some of the largest and most recognized brands in the world. They’re innovators and leaders in their industries, making life-enhancing breakthroughs every day. We help them tap into those opportunities by placing their exceptional people where they need to be, anywhere in the world. When it comes to service, we set the bar for exceptional … and then we raise it with fresh ideas, leading tools and innovative approaches, and it’s all grounded in our values of truth, love, and integrity. We call it People-first Mobility. We’re looking for exceptional people who share those values along with our passion for delivering the highest levels of service. If that sounds like you, and if you’re ready for a new career opportunity, we’d like to hear from you! Here’s to the world ahead. We are seeking an IT Service Operations Lead (EMEA&APAC) to join our Dundalk team in a fast-paced environment. This is a hybrid position, with a combination of remote work and on-site presence in our Dundalk office. The EMEA&APAC IT Service Operations Lead provides day-to-day IT service coordination, escalation support, and regional service oversight across EMEA and APAC business hours. This role serves as the primary regional point of contact between business users, local contractors, overseas technicians, and the Global IT organization, while helping guide and lead a small in-region contractor team. The position helps ensure timely response to incidents, effective ticket handling, clear user communication, and continuity of IT support during hours when North American teams are offline or have limited overlap. Scope note: This role is accountable for coordination, service oversight, and day-to-day direction of a small in-region contractor team. Formal people-management responsibility applies only if separately assigned.

Requirements

IT service coordination
Escalation support
Regional service oversight across EMEA and APAC business hours
Primary regional point of contact between business users, local contractors, overseas technicians, and the Global IT organization
Guiding and leading a small in-region contractor team
Ensuring timely response to incidents
Effective ticket handling
Clear user communication
Continuity of IT support during hours when North American teams are offline or have limited overlap
Coordination, service oversight, and day-to-day direction of a small in-region contractor team

Responsibilities

Provide day-to-day coordination of IT service operations across EMEA and APAC coverage windows.
Serve as the primary regional escalation point for business users, contractors, and IT support teams.
Monitor, prioritize, and assist with regional ticket queues to support timely resolution and SLA adherence.
Coordinate incident response, escalation direction, and user communications for regional issues.
Support business-critical incidents, executive escalations, and service-impacting events.
Guide and coordinate a small team of regional IT contractors and overseas support technicians working in the same regional coverage window.
Partner with North American IT teams to support effective handoffs, follow-up, and continuity of support.
Help assign, prioritize, and follow up on contractor work to keep regional ticket flow moving during EMEA/APAC business hours.
Identify recurring issues, service gaps, or process improvements affecting EMEA/APAC users.
Maintain working relationships with regional stakeholders and represent regional IT support needs to Global IT.
Assist with onboarding, access, hardware, software, collaboration tools, and general IT service requests as needed.
Support regional vendor or contractor coordination where local follow-up is required.
Ensure ticket notes, categorization, prioritization, and resolution details meet expected quality standards.