Global IT Operations Tech Lead – Service Desk L3

Jobgether; France; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Career growth opportunities

Flexible working arrangements

Collaborative international team

Job summary

Jobgether is seeking a Service Desk L3 – IT Operations Technical Lead based in France, a senior technical leader in an international IT Operations setting. You will act as the final escalation point for complex incidents, drive operational excellence, and oversee end-user computing, identity services, and hardware lifecycle operations across EMEA and APAC.

You will guide L1/L2 teams, shape support maturity, and lead cross-functional initiatives in an fast-moving AI infrastructure environment,

Qualifications

• 5+ years IT support or Service Desk experience with progressive responsibility.
• Bachelor's degree in IT or related field, or equivalent practical experience.
• 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, identity and access management, and security processes.

Responsibilities

• Act as top escalation point for high-severity incidents before involving other teams.
• Coordinate major incident response and post-incident follow-up with technical teams.
• Support L1/L2 with complex cases and troubleshooting guidance.
• Serve as SME across end-user computing including Windows/macOS, MDM, and SSO/MFA.
• Configure and administer Service Desk tooling and workflows (Jira Service Management, automation).
• Manage access/permissions, service configurations, and operational automation.
• Maintain and improve Service Desk procedures, runbooks, and knowledge base.
• Analyze ticket volumes, escalations, and SLA data; drive root-cause analysis.
• Design and implement process, tooling, and automation improvements for first-time resolution.
• Evaluate proposed tech solutions for supportability and impact.
• Identify gaps in operational ownership and establish clear processes.

Skills

End-user computing

Incident management

Root-cause analysis

Service Desk operations

Cross-functional collaboration

Education

Bachelor's degree in Information Technology

Equivalent practical experience

Tools

Jira Service Management

Microsoft 365

Azure

Entra ID/Active Directory

Job description

Jobgether is seeking a Service Desk L3 – IT Operations Technical Lead based in France, a senior technical leader in an international IT Operations setting. You will act as the final escalation point for complex incidents, drive operational excellence, and oversee end-user computing, identity services, and hardware lifecycle operations across EMEA and APAC.

You will guide L1/L2 teams, shape support maturity, and lead cross-functional initiatives in an fast-moving AI infrastructure environment,