Senior Service Desk Lead, IT Operations (Remote)

Wwshemi; Amsterdam; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Nebius is seeking a Service Desk L3 IT Operations Technical Lead to own escalation paths, runbooks and hardware lifecycle across EMEA and APAC in a remote-first setup. You will bridge Service Desk with Infrastructure, Security and Enterprise Applications, driving improvements and influencing vendors.

The role emphasizes hands-on support, governance, and mentoring L1/L2 staff, while aligning with IT leadership on standards and project delivery, with no direct line management responsibilities.

Qualifications

• Bachelor’s degree in Information Technology or related field
• 5+ years IT support or service desk experience with progression in responsibility
• Advanced technical certifications (Microsoft 365, Azure, ITIL Intermediate, Security+ etc.) preferred
• Deep knowledge of enterprise IT systems, networks, and security practices
• Strong leadership, coaching, and collaboration skills
• Proven ability to manage high-priority incidents and lead cross-functional troubleshooting

Responsibilities

• Serve as final technical escalation point within Service Desk for high-severity issues
• Coordinate major-incident response and post-incident follow-up
• Advise L1/L2 on complex cases and escalation paths
• End-user computing SME: endpoints, Entra ID/AD, SSO, MFA, M365
• Administer Service Desk tooling (Jira Service Mgmt, device enrollment, MDM) and propose improvements
• Manage access and permissions, service configuration, automation
• Maintain and improve Service Desk procedures, runbooks, and knowledge base
• Analyze ticket and SLA data, lead root-cause analysis and improvement initiatives
• Advise on support implications of technology decisions
• Own and improve employee-lifecycle processes including onboarding
• Recommend hardware standards and lifecycle processes
• Forecast demand and budget planning for Technology and Service Desk
• Support Service Desk contracts, renewals and vendor relations
• Lead Service Desk projects and migrations
• Collaborate with Infrastructure, Security, HR/People, Procurement, Workplace teams
• Participate in recruitment and onboarding of new team members
• Provide hands-on support alongside L1/L2 when needed

Skills

IT support

Incident mgmt

Leadership

Cross-functional

Interviewing

Education

Bachelor’s degree in IT or related field

Tools

Jira Service Management

MDM

Entra ID/AD/SSO

Microsoft 365

Azure

ITIL Intermediate

Job description

Nebius is seeking a Service Desk L3 IT Operations Technical Lead to own escalation paths, runbooks and hardware lifecycle across EMEA and APAC in a remote-first setup. You will bridge Service Desk with Infrastructure, Security and Enterprise Applications, driving improvements and influencing vendors.

The role emphasizes hands-on support, governance, and mentoring L1/L2 staff, while aligning with IT leadership on standards and project delivery, with no direct line management responsibilities.