Senior Service Desk L3 – IT Operations Lead

Academic Key; Amsterdam; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

Nebius, Amsterdam, is seeking a Service Desk L3 - IT Operations Technical Lead. You will serve as the senior escalation point for high-severity issues, coordinate major incidents, and advise L1/L2 on complex cases, particularly around end-user devices and identity management.

You will administer Service Desk tooling, manage hardware lifecycles, onboarding across EMEA and APAC, and contribute to runbooks, documentation, and process improvements, all without direct line management responsibility.

Responsibilities

• Serve as final technical escalation point within Service Desk for high-severity issues and coordinate major-incident response.
• Advise L1/L2 on complex cases and determine troubleshooting paths and escalation.
• Act as SME for end-user computing environment: Windows/macOS endpoints, Entra ID/AD, SSO, MFA, Microsoft 365, MDM, collaboration tools.
• Administer and configure Service Desk tooling (Jira Service Management, device enrollment, MDM) and implement improvements.
• Own and improve employee hardware lifecycle processes and onboarding across EMEA and APAC.
• Contribute to runbooks, documentation, and knowledge-base quality; maintain standards.

Job description

Nebius, Amsterdam, is seeking a Service Desk L3 - IT Operations Technical Lead. You will serve as the senior escalation point for high-severity issues, coordinate major incidents, and advise L1/L2 on complex cases, particularly around end-user devices and identity management.

You will administer Service Desk tooling, manage hardware lifecycles, onboarding across EMEA and APAC, and contribute to runbooks, documentation, and process improvements, all without direct line management responsibility.