Service Desk L3 - IT Operations Technical Lead

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-IV1 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. 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