Service Desk L3 - IT Operations Technical Lead

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

About Nebius

Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to production deployment, without the cost and complexity of building large in-house AI/ML infrastructure. Built by engineers, for engineers. From large-scale GPU orchestration to inference optimization, we own the hard problems across compute, storage, networking and applied AI. Listed on Nasdaq (NBIS) and headquartered in Amsterdam, we have a global footprint with R&D hubs across Europe, the UK, North America and Israel. Our team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D.

#LI-IV1The role

The Service Desk IT Operations Lead is the senior individual contributor on the Service Desk path and the senior technical escalation point for Service Desk across EMEA and APAC. The role owns and improves Service Desk processes, runbooks, escalation paths, the employee hardware lifecycle and new-hire IT onboarding, administers Service Desk tooling on behalf of its owners, and leads improvement initiatives and cross-functional projects. It acts as the bridge between the Service Desk and Infrastructure, Enterprise Applications and Security, and leads through expertise, judgment and influence rather than formal authority. It carries no line-management responsibility. Your responsibilities will include: Serve as the final technical escalation point within Service Desk for high-severity, high-complexity and business-critical issues, before engagement of Infrastructure, Enterprise Applications, Security or vendors; coordinate major-incident response, communication and post-incident follow-through with the relevant teams. Act as consultation point for L1/L2 on complex or unusual cases: advise on troubleshooting approach, ownership, escalation path and resolution before issues are escalated. Act as subject matter expert for the end-user computing environment: 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) as agreed with the tool and platform owners, and propose and implement improvements, including request workflows and automations used by adjacent functions. Ownership of the tools and platforms sits with IT leadership and platform owners. Administer selected corporate IT systems and services according to operational requirements, including access and permissions management, service configuration and automation. Maintain and improve Service Desk procedures, runbooks, escalation paths and knowledge base; propose technical standards for approval by Service Desk management and maintain them once approved; advise on operational priorities. Contribute to creating and updating documentation: runbooks, process documents, technical standards and knowledge-base articles, setting the standard for documentation quality across the team. Analyze ticket, escalation and SLA data to identify systemic issues and contribute to SLA reporting; lead root-cause analysis and problem management; design process, tooling and automation changes that improve first-time resolution and reduce escalation volume. Assess proposed solutions and operational changes for supportability and user impact; advise management and partner teams on the support implications of technology decisions. Provide organizational context on existing and legacy IT processes, systems, decisions and ownership structures; apply it when evaluating current processes, and improve legacy practices where appropriate. Identify gaps or ambiguities in operational ownership and work with the relevant stakeholders to establish practical solutions. Own and improve employee-lifecycle processes, including hardware provisioning and, with Onboarding and People teams, new-hire IT onboarding across EMEA and APAC. Recommend standards for company-provided laptops, peripherals and other end-user equipment, balancing business need, supportability, lifecycle and market availability; maintain the approved standards. Own employee hardware lifecycle processes, provisioning, replacement, reuse, return, disposal and employee resale, and provide demand forecasts and regional requirements (including Bill & Hold) to IT Supply Chain and Procurement; recommend routine purchases against agreed standards, approving only within a documented delegated spend limit. Lead and continuously improve equipment reuse and employee resale, including TechShop. Contribute to forecasting and budget planning for employee technology and Service Desk requirements. Support Service Desk contracts, renewals and licensing; maintain working relationships with hardware and Service