Senior Service Desk & IT Operations Lead

Jobicy; United States; À distance; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Career growth and learning

Flexibility and ownership

Collaborative and innovative culture

Impactful AI projects

Résumé du poste

Nebius is seeking a Service Desk IT Operations Lead to drive the Service Desk program across EMEA and APAC. You will own escalation paths, runbooks, hardware lifecycle, onboarding, and tooling optimization, partnering with Infrastructure, Security and HR to improve service delivery.

You will act as the technical escalation point for complex issues, lead incident response, and mentor L1/L2 staff while maintaining hands-on involvement to ensure high-quality ticket handling and knowledge transfer.

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+).
• 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.

Responsabilités

• Serve as the final technical escalation point within Service Desk for high-severity issues; coordinate major incidents.
• Advise on troubleshooting approach, ownership, escalation path and resolution for complex cases.
• Act as SME for end-user computing: endpoints, identity, collaboration tools and security touch points.
• Configure Service Desk tooling (Jira Service Management, device enrolment, MDM) and implement improvements.
• Administer corporate IT systems with access control and automation; ensure operational requirements.
• Maintain and improve Service Desk procedures, runbooks, escalation paths and knowledge base.
• Analyze ticket/SLAs to identify systemic issues; lead root-cause analysis and improvements.
• Advise management on impact of technology decisions and change control implications.
• Document processes, standards and knowledge-base; ensure quality documentation.
• Own hardware lifecycle processes and onboarding across EMEA and APAC; forecast demand.
• Lead Service Desk projects, migrations, and new technology rollouts; collaborate widely.

Connaissances

End-user computing

Incident management

Root-cause analysis

Leadership

Cross-functional collaboration

Formation

Bachelor’s degree in Information Technology or related field

Description du poste

Nebius is seeking a Service Desk IT Operations Lead to drive the Service Desk program across EMEA and APAC. You will own escalation paths, runbooks, hardware lifecycle, onboarding, and tooling optimization, partnering with Infrastructure, Security and HR to improve service delivery.

You will act as the technical escalation point for complex issues, lead incident response, and mentor L1/L2 staff while maintaining hands-on involvement to ensure high-quality ticket handling and knowledge transfer.