Senior Service Desk IT Operations Lead

Nebius Group; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

Nebius Group is seeking a Service Desk IT Operations Lead to own the escalation path and improve Service Desk processes globally. You will bridge Service Desk with Infrastructure, Enterprise Applications and Security, guiding complex cases and onboarding new hires.

The role emphasizes hands-on expertise in Windows/macOS endpoints, identity management (Entra ID/AD), and modern collaboration tools, with a focus on process optimization and cross-functional impact.

Responsibilities

• Serve as the final technical escalation point within Service Desk for high-severity, high-complexity and business-critical issues; coordinate major-incident response with relevant teams.
• Advise L1/L2 on troubleshooting approach, ownership, escalation path and resolution before issues are escalated.
• Act as SME for the end-user computing environment: endpoints (Windows, macOS), identity and access, and collaboration tools.
• Administer and configure Service Desk tooling (Jira Service Management workflows, device enrolment, MDM policy) and propose improvements with owners.
• Administer corporate IT systems and services including access management, service configuration and automation.
• Maintain and improve Service Desk procedures, runbooks, escalation paths and knowledge base.

Skills

ITIL

Incident management

Escalation management

End-user computing

Jira Service Management

Identity & access management

Tools

Jira Service Management

Entra ID

Active Directory

M365 / Microsoft 365

MDM

Job description

Nebius Group is seeking a Service Desk IT Operations Lead to own the escalation path and improve Service Desk processes globally. You will bridge Service Desk with Infrastructure, Enterprise Applications and Security, guiding complex cases and onboarding new hires.

The role emphasizes hands-on expertise in Windows/macOS endpoints, identity management (Entra ID/AD), and modern collaboration tools, with a focus on process optimization and cross-functional impact.