[Hiring] Service Desk L3 - IT Operations Technical Lead @Nebius

Role Description

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, administers Service Desk tooling on behalf of its owners, and leads improvement initiatives and cross-functional projects. It acts as the bridge between the Service Desk and Infrastructure, Enterprise Applications and Security, and leads through expertise, judgment and influence rather than formal authority. It carries no line-management responsibility.

• 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 with the relevant teams.
• Act as consultation point for L1/L2 on complex or unusual cases.
• Act as subject matter expert for the end-user computing environment.
• Administer and configure Service Desk tooling (e.g. Jira Service Management workflows and automation).
• Administer selected corporate IT systems and services according to operational requirements.
• Maintain and improve Service Desk procedures, runbooks, escalation paths and knowledge base.
• Contribute to creating and updating documentation.
• Analyze ticket, escalation and SLA data to identify systemic issues.
• Assess proposed solutions and operational changes for supportability and user impact.
• Provide organizational context on existing and legacy IT processes.
• Identify gaps or ambiguities in operational ownership.
• Own and improve employee-lifecycle processes.
• Recommend standards for company-provided laptops and peripherals.
• Own employee hardware lifecycle processes.
• Lead and continuously improve equipment reuse and employee resale.
• Contribute to forecasting and budget planning for employee technology and Service Desk requirements.
• Support Service Desk contracts, renewals and licensing.
• Lead Service Desk projects, system migrations, new technology rollouts, and process optimization.
• Advise partner functions on Service Desk capabilities, procedures, requirements and dependencies.
• Act as technical interviewer in Service Desk recruitment.
• Deliver technical onboarding for new team members and mentor L1 and L2.
• Stay hands-on: support the IT Bar, queue and events alongside L1/L2 when needed.
• Provide operational evidence for audits and compliance.

Qualifications

• 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.

Requirements

• Recognised expert in end-user computing and support operations.
• Diagnoses ambiguous, cross-platform issues; experienced in root-cause analysis and process optimisation.
• 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.
• Broad impact on service reliability, SLA performance, support maturity and user experience.
• Leads through expertise, coordination and example, not formal authority.

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