Service Desk L3 – IT Operations Technical Lead

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🔥 0 minutes ago

🇳🇱 Netherlands – Remote

⏰ Full Time

🟠 Senior

🧑‍💻 Full-stack Engineer

👻 Ghost score 25%

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Nebius Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Nebius Group is building one of the world’s leading AI infrastructure companies, focusing on providing the necessary compute, storage, and tools for developers in the AI space. Based in Europe and listed on Nasdaq, Nebius has a global presence with R&D centers across Europe, North America, and Israel. The company's primary offering is an AI-centric cloud platform designed for intensive AI workloads, complemented by various other businesses involved in generative AI development, edtech, and autonomous technology.

📋 Description

• Serve as the final technical escalation point within Service Desk for high-severity, high-complexity and business-critical issues • Coordinate major-incident response, communication and post-incident follow-through • Advise L1/L2 on troubleshooting approach, ownership, escalation path and resolution • Act as subject matter expert for endpoints, mobile devices, identity and access, Microsoft 365, MDM, collaboration tools and meeting-room technology • Administer and configure Service Desk tooling, Jira Service Management workflows and automation, device enrolment, MDM policy and hardware asset management tooling • Administer selected corporate IT systems and services, including access and permissions management, service configuration and automation • Maintain and improve Service Desk procedures, runbooks, escalation paths and knowledge base • Analyze ticket, escalation and SLA data; lead root-cause analysis and problem management • Assess proposed solutions and operational changes for supportability and user impact • Identify and resolve gaps in operational ownership with stakeholders • Own employee-lifecycle processes, hardware provisioning and new-hire IT onboarding across EMEA and APAC • Recommend and maintain standards for laptops, peripherals and end-user equipment • Own hardware lifecycle processes including provisioning, replacement, reuse, return, disposal and employee resale • Lead equipment reuse and employee resale, including TechShop • Contribute to technology forecasting and budget planning • Support Service Desk contracts, renewals and licensing and maintain vendor relationships • Lead Service Desk projects, migrations, technology rollouts and process optimization • Advise partner functions on Service Desk capabilities and shared operational processes • Act as technical interviewer and provide hiring recommendations • Deliver technical onboarding and mentor L1/L2 through troubleshooting, coaching and knowledge transfer • Support the IT Bar, queue and events alongside L1/L2 when needed • Provide operational evidence for audits and compliance and follow security, access-governance and procurement requirements

🎯 Requirements

• 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 • Advanced technical certifications (Microsoft 365, Azure, ITIL Intermediate, Security+, etc.) strongly preferred • 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 • Experience in root-cause analysis and process optimisation • Ability to translate complex issues into clear guidance for technical and non-technical audiences • High degree of independence and trusted judgment • Experience handling complex technical and operational problems and coordinating multiple IT functions • Applicants must be authorized to work in the country in which they apply and provide proof of employment eligibility as a condition of hire

🏖️ 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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