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Service Desk L3 - IT Operations Technical Lead
Contract type
Ongoing
Work mode
Remote · Amsterdam
Experience
Senior · 5+ years
Job description
Senior individual contributor on the Service Desk path and senior technical escalation point for Service Desk across EMEA and APAC. Owns and improves Service Desk processes, tooling administration, employee hardware lifecycle and new-hire IT onboarding, leading through expertise and influence without line management.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Amsterdam
What you'll do
- Serve as the final technical escalation point within Service Desk for high-severity, high-complexity and business-critical issues before engagement of Infrastructure, Enterprise Applications, Security or vendors; coordinate major-incident response, communication and post-incident follow-through.
- Act as consultation point for L1/L2 on complex or unusual cases: advise on troubleshooting approach, ownership, escalation path and resolution.
- Act as subject matter expert for the end-user computing environment: endpoints (Windows, macOS), mobile devices, identity and access (Entra ID / Active Directory, SSO, MFA), Microsoft 365, MDM, collaboration tools and meeting-room technology.
- Administer and configure Service Desk tooling (e.g. Jira Service Management workflows and automation, device enrolment and MDM policy, hardware asset management tooling) as agreed with tool and platform owners, and propose and implement improvements.
- Administer selected corporate IT systems and services according to operational requirements, including access and permissions management, service configuration and automation.
- Maintain and improve Service Desk procedures, runbooks, escalation paths and knowledge base; propose technical standards for approval and maintain them once approved.
- Contribute to creating and updating documentation: runbooks, process documents, technical standards and knowledge-base articles.
- Analyze ticket, escalation and SLA data to identify systemic issues and contribute to SLA reporting; lead root-cause analysis and problem management; design process, tooling and automation changes.
- Assess proposed solutions and operational changes for supportability and user impact; advise management and partner teams on support implications of technology decisions.
- Provide organizational context on existing and legacy IT processes, systems, decisions and ownership structures; improve legacy practices where appropriate.
- Identify gaps or ambiguities in operational ownership and work with stakeholders to establish practical solutions.
- Own and improve employee-lifecycle processes, including hardware provisioning and, with Onboarding and People teams, new-hire IT onboarding across EMEA and APAC.
- Recommend standards for company-provided laptops, peripherals and other end-user equipment; maintain the approved standards.
- Own employee hardware lifecycle processes, provisioning, replacement, reuse, return, disposal and employee resale, and provide demand forecasts and regional requirements (including Bill & Hold) to IT Supply Chain and Procurement.
- Lead and continuously improve equipment reuse and employee resale, including TechShop.
- Contribute to forecasting and budget planning for employee technology and Service Desk requirements.
- Support Service Desk contracts, renewals and licensing; maintain working relationships with hardware and Service Desk vendors.
- Lead Service Desk projects, system migrations, new technology rollouts, process optimization, and contribute Service Desk expertise to company initiatives such as regional expansion, office launches, organizational changes and onboarding improvements.
- Advise partner functions on Service Desk capabilities, procedures, requirements and dependencies, and define and improve shared operational processes (e.g. joiner/mover/leaver with People, office launches with Workplace).
- Act as technical interviewer in Service Desk recruitment, providing structured feedback and hiring recommendations to management.
- Deliver technical onboarding for new team members and mentor L1 and L2 through joint troubleshooting, coaching and knowledge transfer.
- Stay hands-on: support the IT Bar, queue and events alongside L1/L2 when needed, and lead by example on ticket quality and communication.
- Provide operational evidence for audits and compliance (including equipment lifecycle and offboarding); follow security, access-governance and procurement requirements; escalate material concerns.
What we're looking for
- Bachelor's degree in Information Technology or related field, or equivalent experience.
- 5+ years of IT support or service desk experience with demonstrated progression in responsibility.
- Deep knowledge of enterprise IT systems, networks, and security practices.
- Strong leadership, coaching, and collaboration skills.
- Proven ability to manage high-priority incidents and lead cross-functional troubleshooting efforts.
- Recognised expert in end-user computing and support operations, with breadth across endpoints, identity, collaboration, device management and security touch points.
- Experienced in root-cause analysis and process optimisation; diagnoses ambiguous, cross-platform issues.
- Translates complex issues into clear guidance for technical and non-technical audiences.
- Operates with a high degree of independence and trusted judgment.
- Handles the most complex technical and operational problems in the support function.
- Designs and improves workflows and procedures where no precedent exists.
- Leads through expertise, coordination and example, not formal authority.
Nice to have
- Advanced technical certifications (Microsoft 365, Azure, ITIL Intermediate, Security+, etc.) strongly preferred.
Your team
Service Desk
Senior individual contributor on the Service Desk path, bridging Service Desk with Infrastructure, Enterprise Applications and Security across EMEA and APAC.
Benefits
- Competitive compensation
- Career growth and learning opportunities
- Flexibility and ownership
- Collaborative and innovative culture
- Opportunity to work on impactful AI projects
- International environment and talented teams
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About Nebius
Leading a new era in cloud infrastructure for the global AI economy
Nebius is building a full-stack AI cloud platform supporting developers and enterprises from data and model training through to production deployment. Built by engineers, for engineers, owning hard problems across compute, storage, networking and applied AI. Listed on Nasdaq (NBIS) and headquartered in Amsterdam with a global footprint.
Mission
Building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to production deployment, without the cost and complexity of building large in-house AI/ML infrastructure.
Key facts
- 1,500+
- Amsterdam
- AI cloud infrastructure
- Listed on Nasdaq (NBIS)
- Headquartered in Amsterdam
- Global footprint with R&D hubs across Europe, the UK, North America and Israel
- Team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D
What they value
- Fast moving
- Bold thinking
- Constant growth
- Meaningful impact
- Trust and real ownership
- Opportunity to shape the future of AI