Service Desk L3 - IT Operations Technical Lead
Core
Senior technical escalation point and process owner for Service Desk operations across EMEA and APAC, handling high-severity incidents and leading cross-functional projects.
Role type
Senior individual contributor Service Desk Technical Lead
Builds
Improved service desk processes, runbooks, automation workflows, and employee hardware lifecycle management
Domain
IT Operations / End-User Computing / Service Management
Deliverable
dashboards & analysis
Required skills
Incident management, root-cause analysis, process optimization, cross-functional collaboration, technical coaching, hardware lifecycle management, SLA reporting
Preferred skills
Advanced technical certifications (Microsoft 365, Azure, ITIL Intermediate, Security+), deep knowledge of enterprise IT systems and security practices
Technologies
Jira Service Management, Entra ID, Active Directory, Microsoft 365, MDM, Windows, macOS
Responsibilities
Serve as final technical escalation point for high-severity issues; coordinate major-incident response; administer Service Desk tooling and automation; maintain and improve procedures and knowledge base; analyze ticket data to identify systemic issues; own employee hardware lifecycle and onboarding processes; lead cross-functional projects and migrations; mentor L1/L2 staff; support hands-on ticket resolution
Seniority
Senior, hands-on IC