Senior IT Operations Lead – Global Service Desk L3 (Flexible)

Jobgether; España; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Career growth and professional学习

Flexible working arrangements

Collaborative international team

Job summary

Jobgether in Spain is seeking a senior Service Desk L3 – IT Operations Technical Lead for an international IT Operations environment. You will act as the final escalation point for complex incidents across EMEA and APAC, driving operational excellence and strengthening technical standards.

You will oversee end-user computing, identity services, and hardware lifecycle operations, partnering with multiple teams to lead cross-functional initiatives in a fast-moving AI infrastructure setting.

Qualifications

• Bachelor's degree in Information Technology or related discipline or equivalent experience.
• At least 5 years in IT support or Service Desk with progression in responsibility.
• Advanced technical certifications preferred (Microsoft 365, Azure, ITIL Intermediate, Security+).
• Deep knowledge of enterprise IT systems, networks, and security practices.
• Expertise in end-user computing and support operations across endpoints, identity and access management, collaboration platforms, device management, and security processes.
• Strong troubleshooting skills for cross-platform, multi-system issues with elevated risk.
• Proven experience leading high-priority incidents and coordinating cross-functional troubleshooting.
• Experience improving operational processes, workflows, and procedures where precedents may not exist.
• Strong understanding of Service Desk operations, escalation, SLA performance, and support quality.
• Ability to administer and improve ITSM tooling, automation workflows, endpoint management, and hardware asset management.

Responsibilities

• Act as high-level technical escalation for critical incidents before involving other teams.
• Coordinate major incident response, stakeholder communications, and post-incident follow-up.
• Assist L1/L2 with complex cases, advising troubleshooting approaches and escalation paths.
• Serve as SME across end-user computing: Windows/macOS, Entra ID/AD, SSO, MFA, Microsoft 365, MDM, and meeting-room tech.
• Configure and administer Service Desk tools and workflows (Jira Service Management, automation, device enrollment).
• Administer selected IT systems and services, including access management and configurations.
• Maintain and improve Service Desk procedures, runbooks, and knowledge-base documentation.
• Analyze ticket volumes, escalations, and SLA data; drive root-cause analysis and problem management.
• Design and implement process and tooling improvements to increase first-time resolution.
• Evaluate proposed tech solutions for supportability and impact; advise management and partners.

Skills

End-user computing

IT support

Incident management

Root-cause analysis

SLA management

ITSM tooling

Automation workflows

Windows/macOS endpoints

Entra ID/AD

Communication

Education

Bachelor's degree in Information Technology

Tools

Jira Service Management

Microsoft 365

Azure

Job description

Jobgether in Spain is seeking a senior Service Desk L3 – IT Operations Technical Lead for an international IT Operations environment. You will act as the final escalation point for complex incidents across EMEA and APAC, driving operational excellence and strengthening technical standards.

You will oversee end-user computing, identity services, and hardware lifecycle operations, partnering with multiple teams to lead cross-functional initiatives in a fast-moving AI infrastructure setting.