Service Desk L3 - IT Operations Technical Lead

Job4Travelers; Amsterdam; Hybrid; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation

Career growth and learning

Flexibility and ownership

Collaborative and innovative culture

International environment and teams

Job summary

Nebius is seeking an IT Service Desk Lead based in Amsterdam with hybrid, Europe-focused duties. The role is hands-on, requiring physical presence for IT Bar support, hardware lifecycle management and office launches across EMEA/APAC.

Some administrative tasks may be done remotely, but core responsibilities are office-based. The role covers the Service Desk senior escalation point and process ownership, with occasional travel to Europe, the UK and Israel.

Qualifications

• Five+ years of IT support or service desk experience with progression in responsibility.
• Advanced technical certifications (Microsoft 365, Azure, ITIL Intermediate, Security+) preferred.

Responsibilities

• Serve as final escalation point for high-severity, complex incidents.
• Coordinate major-incident response and post-incident follow-through with relevant teams.
• Advise L1/L2 on troubleshooting approaches and escalation paths.
• Administer and configure Service Desk tooling and automation.
• Maintain and improve runbooks, knowledge bases and operational procedures.
• Lead service desk projects, system migrations and new technology rollouts.

Skills

IT support

Incident management

End-user computing

Stakeholder communication

Education

Bachelor's degree in Information Technology

Tools

Jira Service Management

MDM

Entra ID / Active Directory

Job description

IT Service Desk Lead at Nebius - Europe Remote Hybrid - Remote

This role is centered on hands-on, in-office IT operations across EMEA and APAC regions. Responsibilities include managing physical hardware lifecycles, running IT Bar support, overseeing office equipment provisioning, and supporting office launches - all of which require regular physical presence at Nebius locations (primarily Amsterdam, with possible travel to other hubs in Europe, the UK, and Israel).

Not suitable for full-time remote or nomadic work. The role explicitly references hands-on IT Bar support, physical equipment reuse programs (TechShop), and hardware provisioning - tasks that cannot be performed remotely. EMEA/APAC coverage also implies spanning multiple time zones (roughly GMT to GMT+9), which limits schedule flexibility.

That said, there may be partial flexibility for administrative, documentation, and analytical tasks (SLA reporting, runbook creation, vendor communication). But the core role demands physical availability.

• Base in Amsterdam: Netherlands offers a moderate cost of living vs. senior IT salaries - competitive for EU standards.
• Visa consideration: EU/EEA citizens can work freely in the Netherlands. Non-EU applicants should explore the Dutch Highly Skilled Migrant (Kennismigrant) visa, which Nebius likely sponsors given its Nasdaq-listed global scale.
• Travel perks: With R&D hubs across Europe, UK, and Israel, there is potential for occasional inter-office travel, which suits those who enjoy professional travel within a structured role.

If you're seeking a fully location-independent role, this position is not a fit. Look instead for remote IT operations or cloud infrastructure roles within Nebius's engineering teams.

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.

The 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.

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 Desk vendors.

Lead Service Desk projects, system migrations, new technology rollouts, process optimization, and contribute Service Desk expertise to company initiatives such as regional expansion, office launches, organizational changes and onboarding improvements, working with Infrastructure, Enterprise Applications, Security, HR/People, Onboarding, Recruiting, Procurement, Workplace/Facilities and the AV/Builds team.

Advise partner functions on Service Desk capabilities, procedures, requirements and dependencies, and work with them to define and improve shared operational processes (e.g. joiner/mover/leaver with People, office launches with Workplace).

Act as technical interviewer in Service Desk recruitment, providing structured feedback and hiring recommendations to management, and technical input to role requirements.

Deliver technical onboarding for new team members and mentor L1 and L2 through joint troubleshooting, coaching and knowledge transfer, documenting approaches to reduce reliance on individual knowledge.

Stay hands-on: support the IT Bar, queue and events alongside L1/L2 when needed, and lead by example on ticket quality and communication.

Provide operational evidence for audits and compliance (including equipment lifecycle and offboarding); follow security, access-governance and procurement requirements; escalation material concerns to the appropriate owner.

We expect you to have:

Bachelor's degree in Information Technology or related field, or equivalent experience.

5+ years of IT support or service desk experience with demonstrated progression in responsibility.

Advanced technical certifications (Microsoft 365, Azure, ITIL Intermediate, Security+, etc.) strongly 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 efforts.

Knowledge & Skills

Recognised expert in end-user computing and support operations, with breadth across endpoints, identity, collaboration, device management and security touch points.

Diagnoses ambiguous, cross-platform issues; experienced in root-cause analysis and process optimisation.

Translates complex issues into clear guidance for technical and non-technical audiences.

Autonomy

Operates with a high degree of independence and trusted judgment.

Takes the most sensitive escalations from intake to follow-up.

Independently identifies improvements and drives them to completion; proactively pitches projects within the Service Desk domain.

Advises management and partner teams on the support implications of technology decisions. Significant spend, strategic or organisational changes, and decisions outside delegated authority are aligned with management.

Complexity

Handles the most complex technical and operational problems in the support function: multiple systems, conflicting signals, incomplete data, elevated business risk.

Leads escalations, often coordinating multiple IT functions.

Designs and improves workflows and procedures where no precedent exists.

Impact

Broad impact on service reliability, SLA performance, support maturity and user experience across EMEA and APAC.

Reduces downtime, repeat incidents and escalation volume.

Shapes employee technology from onboarding through equipment return; ensures knowledge transfer and team readiness.

Leads through expertise, coordination and example, not formal authority.

Escalation point and mentor for L1 and L2; shapes team capability over time. Technical interviewer.

No line management: hiring decisions, performance, compensation and other people-management accountabilities sit with Service Desk management.

• Competitive compensation
• Career growth and learning opportunities
• Flexibility and ownership
• Collaborative and innovative culture
• Opportunity to work on impactful AI projects
• International environment and talented teams

What's it like to work at Nebius:

Fast moving - Bold thinking - Constant growth - Meaningful impact - Trust and real ownership - Opportunity to shape the future of AI

Equal Opportunity Statement:

Nebius is an equal opportunity employer. We are committed to fostering an inclusive and diverse workplace and to providing equal employment opportunities in all aspects of employment. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.

Applicants must be authorized to work in the country in which they apply and will be required to provide proof of employment eligibility as a condition of hire.

If you need accommodations during the application process, please let us know.

Is this role fully remote or does it require office presence? This role requires regular physical presence, as it involves hands-on IT Bar support, hardware provisioning, and equipment lifecycle management. While some administrative tasks may be done remotely, the core responsibilities are office-based, primarily in Amsterdam. Does this role involve managing a team? No. This is a senior individual contributor position with no line-management responsibility. The role leads through expertise, mentoring, and influence rather than formal authority — hiring, performance, and compensation decisions remain with Service Desk management. What regions does this role cover? The role covers EMEA and APAC regions, acting as the senior technical escalation point for Service Desk across both regions and owning new-hire IT onboarding for employees in those areas. What technical certifications are preferred for this role? Nebius strongly prefers advanced certifications such as Microsoft 365, Azure, ITIL Intermediate, or Security+. These are not mandatory but are significant differentiators for candidates. Is salary information available for this position? No specific salary figures are listed. The posting states "competitive compensation," which for a senior IT operations lead in Amsterdam typically aligns with €65,000-€95,000 annually based on market benchmarks for Nasdaq-listed tech companies.

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