Service Desk L3 - IT Operations Technical Lead
Nebius — Amsterdam, North Holland, Netherlands · Hybrid · Senior
Role description
Role Overview
The Service Desk IT Operations Lead is the senior individual contributor on the Service Desk path and the senior technical escalation point for Service Desk across EMEA and APAC. The role owns and improves Service Desk processes, runbooks, escalation paths, the employee hardware lifecycle, and new-hire IT onboarding.
What You Will Do
Serve as the final technical escalation point within Service Desk for high-severity, high-complexity, and business-critical issues; administer and configure Service Desk tooling; maintain and improve Service Desk procedures, runbooks, escalation paths, and knowledge base.
Why It Might Be a Fit
We expect you to have 5+ years of IT support or service desk experience with demonstrated progression in responsibility, advanced technical certifications, deep knowledge of enterprise IT systems, networks, and security practices, and strong leadership, coaching, and collaboration skills.
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
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