Service Desk L3 - IT Operations Technical Lead
Core
Senior technical leadership role serving as the final escalation point for complex, business-critical Service Desk issues across EMEA and APAC, driving operational excellence in end-user IT environments.
Role type
Senior IC Service Desk Technical Lead
Builds
End-user IT environment stability, support processes, and technology operations
Domain
IT Operations / End-User Computing
Required skills
Advanced troubleshooting, incident management, process improvement, ITSM tool administration, hardware lifecycle management, cross-functional collaboration, root-cause analysis, stakeholder communication, technical mentoring, automation design
Preferred skills
Microsoft 365, Azure, ITIL Intermediate, Security+ certifications
Technologies
Jira Service Management, Entra ID, Active Directory, SSO, MFA, Microsoft 365, MDM, Windows, macOS, mobile devices, collaboration tools, meeting-room technology
Responsibilities
Act as highest-level technical escalation point for high-severity incidents; Coordinate major incident response and post-incident follow-up; Support L1/L2 colleagues with complex cases; Configure and administer Service Desk tools and workflows; Administer corporate IT systems and access management; Maintain and improve Service Desk procedures and documentation; Analyze ticket volumes and drive problem management; Design and implement automation improvements; Lead Service Desk projects and system migrations; Mentor L1/L2 colleagues and deliver technical onboarding; Remain hands-on supporting ticket queues and events; Provide operational evidence for audits and compliance.
Seniority
Senior, hands-on IC
