Global IT Operations Lead - Service Desk L3

Jobgether; Nederland; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Career growth and professionallearning

Flexible working arrangements

Collaborative international working环境

Opportunity to contribute to AI infra

Job summary

Jobgether, on behalf of a partner, is seeking a Service Desk L3 - IT Operations Technical Lead based in the Netherlands. You will act as the final escalation point in a global IT Operations environment across EMEA and APAC.

This hands-on leadership role oversees end-user computing, identity services, device management, and service desk tooling. You will mentor junior analysts, design workflows, improve SLA performance, and partner with Infrastructure, Security and Procurement to deliver

Qualifications

• Bachelor's degree in IT or equivalent practical experience.
• 5+ years IT support or Service Desk with progressive responsibility.
• Advanced certifications such as M365, Azure, ITIL Intermediate, Security+ preferred.
• Deep knowledge of enterprise IT systems, networks and security.
• Strong end-user computing and security processes expertise.
• Excellent troubleshooting across cross-platform environments.
• Experience leading high-priority incidents and root-cause analysis.
• Ability to improve operational processes and workflows.
• Strong communication and collaboration skills.
• Autonomy and ownership in escalations and improvements.

Responsibilities

• Act as the highest-level technical escalation point for high-severity incidents.
• Coordinate major incident response and post-incident follow-up.
• Support L1/L2 with complex cases and advise on troubleshooting approaches.
• Serve as SME across end-user computing, including Windows/macOS endpoints, Entra ID/AD, SSO, MFA, M365, MDM, collaboration tools.
• Configure and administer Service Desk tools and workflows (Jira Service Management, automation, device enrollment, MDM, hardware asset management).
• Administer selected corporate IT systems, including access/permissions and service configuration.
• Maintain and improve Service Desk procedures, runbooks, escalation paths, and knowledge-base docs.
• Analyze ticket volumes and SLA data; lead root-cause analysis and problem management.
• Design/process/tooling/automation improvements to increase first-time resolution.
• Evaluate technology changes for supportability and user impact.
• Identify gaps in operational ownership and establish clear responsibilities.
• Own employee technology lifecycle processes across EMEA/APAC.
• Recommend standards for laptops, peripherals, and end-user equipment.
• Coordinate hardware demand forecasts with IT Supply Chain and Procurement.
• Lead equipment reuse and resale initiatives (TechShop).
• Contribute to budget planning, vendor relations, contracts, renewals, licensing.
• Lead Service Desk projects, migrations, and rollouts.
• Provide Service Desk expertise for wider company projects.
• Work with multiple teams to improve shared processes.
• Participate in Service Desk recruitment as a technical interviewer.
• Deliver technical onboarding for new team members and mentor L1/L2.
• Remain hands-on by supporting IT Bar, ticket queue, and events.
• Provide operational evidence for audits and compliance.

Skills

IT support

Incident leadership

End-user computing

SLA management

ITSM tooling

Automation workflows

Education

B.S. in IT

Tools

Jira Service Management

MDM policies

Microsoft 365

Azure

Job description

Jobgether, on behalf of a partner, is seeking a Service Desk L3 - IT Operations Technical Lead based in the Netherlands. You will act as the final escalation point in a global IT Operations environment across EMEA and APAC.

This hands-on leadership role oversees end-user computing, identity services, device management, and service desk tooling. You will mentor junior analysts, design workflows, improve SLA performance, and partner with Infrastructure, Security and Procurement to deliver