Senior Service Desk IT Ops Lead — Escalation & Automation

Nebius Group; Amsterdam; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

Nebius Group in Amsterdam is seeking a Service Desk IT Operations Lead, the senior individual contributor responsible for the Service Desk across EMEA and APAC. You will own processes, runbooks, escalation paths and hardware lifecycle, and lead major-incident response with cross-functional teams.

You will optimize end-user computing environments, administer Jira Service Management workflows, manage assets and onboarding, and drive initiatives that improve first-time resolution and supportability.

Responsibilities

• Serve as the final technical escalation point within Service Desk for high-severity, high-complexity and business-critical issues; coordinate major-incident response and post-incident follow-through.
• Advise on troubleshooting approach, ownership and escalation path for complex cases as the L1/L2 consultative point.
• Be the SME for end-user computing: endpoints (Windows, macOS), mobile devices, identity/access (Entra ID/AD, SSO, MFA), Microsoft 365, MDM and meeting-room tech.
• Administer and configure Service Desk tooling (Jira Service Management workflows, device enrolment, MDM policy, asset tooling) and implement improvements.
• Ownership of tools and platforms sits with IT leadership and platform owners.
• Administer corporate IT systems and services with focus on access, permissions, configurations and automation.
• Maintain and improve Service Desk procedures, runbooks and knowledge base; set technical standards and priorities.
• Contribute to documentation such as runbooks, process docs and knowledge-base articles.
• Analyze ticket and SLA data to identify systemic issues; lead root-cause analysis and improve processes to increase first-time resolution.
• Assess proposed solutions for supportability and user impact; advise management on implications.
• Provide organizational context on existing IT processes and ownership; improve legacy practices where appropriate.
• Identify ownership gaps and work with stakeholders to establish practical solutions.
• Own employee-lifecycle processes including hardware provisioning and new-hire onboarding across EMEA/APAC.
• Recommend standards for laptops, peripherals and end-user equipment; maintain approved standards.
• Manage hardware lifecycle processes, provisioning, replacement, reuse, disposal and resale; forecast regional requirements.
• Lead equipment reuse and resale initiatives (TechShop) and contribute to budgeting for technology needs.
• Support Service Desk contracts, renewals and licensing; maintain relationships with hardware vendors.

Tools

Windows

macOS

Entra ID/Active Directory

SSO

MFA

Microsoft 365

MDM

Jira Service Management

Job description

Nebius Group in Amsterdam is seeking a Service Desk IT Operations Lead, the senior individual contributor responsible for the Service Desk across EMEA and APAC. You will own processes, runbooks, escalation paths and hardware lifecycle, and lead major-incident response with cross-functional teams.

You will optimize end-user computing environments, administer Jira Service Management workflows, manage assets and onboarding, and drive initiatives that improve first-time resolution and supportability.