Service Desk L3 - IT Operations Technical Lead
Core
Senior technical lead for complex Service Desk escalations, driving operational excellence in end-user computing, identity services, and hardware lifecycle across EMEA and APAC.
Role type
Senior IC Service Desk Technical Lead
Builds
Improved support processes, automation workflows, and employee technology lifecycle management
Domain
IT Operations / End-User Computing / Identity & Access Management
Required skills
Advanced troubleshooting, incident management, process improvement, ITSM tool administration, hardware lifecycle management, cross-functional collaboration, root-cause analysis, stakeholder communication
Preferred skills
Microsoft 365/Azure certifications, ITIL Intermediate, Security+, deep knowledge of enterprise networks and security practices
Technologies
Jira Service Management, Entra ID/Active Directory, Microsoft 365, MDM, automation tools
Responsibilities
Act as highest-level technical escalation point for high-severity incidents; coordinate major incident response and post-incident follow-up; support L1/L2 with complex cases; configure and administer Service Desk tools and workflows; maintain and improve procedures, runbooks, and knowledge bases; analyze ticket data to drive problem management; lead process and automation improvements; manage hardware lifecycle and procurement; mentor L1/L2 colleagues; provide technical expertise for company-wide projects
Seniority
Senior, hands-on IC
