Senior IT Service Desk & Escalations Lead

Nebius Group; Nederland; On-site; EUR 70,000 - 90,000; Full time

Job summary

Nebius Group in Amsterdam is seeking a Service Desk IT Operations Lead to serve as the senior escalation point for Service Desk across EMEA and APAC, owning processes, runbooks and the hardware lifecycle.

You will lead cross-functional initiatives, administer Service Desk tooling like Jira Service Management, and improve first-time resolution while coordinating with Infrastructure, Security and vendors.

Responsibilities

• Serve as the final technical escalation point within Service Desk for high-severity, high-complexity issues; coordinate major-incident response and post-incident follow-through with relevant teams.
• Advise on troubleshooting approach, ownership, escalation path and resolution for complex cases.
• Subject matter expert for endpoints (Windows, macOS), mobile devices, identity and access (Entra ID / Active Directory, SSO, MFA), Microsoft 365, MDM, collaboration tools and meeting-room technology.
• Administer and configure Service Desk tooling (e.g., Jira Service Management workflows and automation, device enrolment and MDM policy, hardware asset management tooling) and propose improvements.
• Manage access and permissions, service configuration and automation for corporate IT systems and services.
• Maintain and improve Service Desk procedures, runbooks and knowledge base; advise on operational priorities.
• Contribute to documentation quality across the team through runbooks, process docs and technical standards.
• Provide input on budgeting, capacity planning and forecasting for Service Desk requirements.

Job description

Nebius Group in Amsterdam is seeking a Service Desk IT Operations Lead to serve as the senior escalation point for Service Desk across EMEA and APAC, owning processes, runbooks and the hardware lifecycle.

You will lead cross-functional initiatives, administer Service Desk tooling like Jira Service Management, and improve first-time resolution while coordinating with Infrastructure, Security and vendors.