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Service Desk L3 – IT Operations Technical Lead
Nebius Group. Serve as the final technical escalation point within Service Desk for high-severity, high-complexity and business-critical issues .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing high-severity incidents and coordinating cross-functional troubleshooting efforts while providing technical guidance and mentoring to support teams. Proficient in administering IT systems, optimizing processes, and ensuring compliance with security and operational standards.
Highest-signal resume keywords
IT Support ExperienceMicrosoft 365 AdministrationRoot-Cause AnalysisLeadership and CoachingService Desk Tooling Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementTroubleshootingProcess OptimizationDevice ManagementAccess ManagementService ConfigurationAutomationHardware Asset ManagementSecurity PracticesEnterprise IT Systems
Soft Skills
CollaborationCoachingCommunicationIndependenceJudgment
Tools & Technologies
Jira Service ManagementMDMCollaboration ToolsMeeting-Room TechnologyService Desk Tooling
Certifications & Qualifications
Microsoft 365AzureITIL IntermediateSecurity+
Industry Keywords
Service DeskHigh-Priority IncidentsEnd-User ComputingOperational ComplianceEmployee Lifecycle Processes
Tech Stack
Tools & technologiesAzure
About the role
Key responsibilities & impact- Serve as the final technical escalation point within Service Desk for high-severity, high-complexity and business-critical issues
- Coordinate major-incident response, communication and post-incident follow-through
- Advise L1/L2 on troubleshooting approach, ownership, escalation path and resolution
- Act as subject matter expert for endpoints, mobile devices, identity and access, Microsoft 365, MDM, collaboration tools and meeting-room technology
- Administer and configure Service Desk tooling, Jira Service Management workflows and automation, device enrolment, MDM policy and hardware asset management tooling
- Administer selected corporate IT systems and services, including access and permissions management, service configuration and automation
- Maintain and improve Service Desk procedures, runbooks, escalation paths and knowledge base
- Analyze ticket, escalation and SLA data; lead root-cause analysis and problem management
- Assess proposed solutions and operational changes for supportability and user impact
- Identify and resolve gaps in operational ownership with stakeholders
- Own employee-lifecycle processes, hardware provisioning and new-hire IT onboarding across EMEA and APAC
- Recommend and maintain standards for laptops, peripherals and end-user equipment
- Own hardware lifecycle processes including provisioning, replacement, reuse, return, disposal and employee resale
- Lead equipment reuse and employee resale, including TechShop
- Contribute to technology forecasting and budget planning
- Support Service Desk contracts, renewals and licensing and maintain vendor relationships
- Lead Service Desk projects, migrations, technology rollouts and process optimization
- Advise partner functions on Service Desk capabilities and shared operational processes
- Act as technical interviewer and provide hiring recommendations
- Deliver technical onboarding and mentor L1/L2 through troubleshooting, coaching and knowledge transfer
- Support the IT Bar, queue and events alongside L1/L2 when needed
- Provide operational evidence for audits and compliance and follow security, access-governance and procurement requirements
Requirements
What you’ll need- 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
- Recognised expert in end-user computing and support operations, with breadth across endpoints, identity, collaboration, device management and security touch points
- Experience in root-cause analysis and process optimisation
- Ability to translate complex issues into clear guidance for technical and non-technical audiences
- High degree of independence and trusted judgment
- Experience handling complex technical and operational problems and coordinating multiple IT functions
- Applicants must be authorized to work in the country in which they apply and provide proof of employment eligibility as a condition of hire
Benefits
Comp & perks- 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