Service Desk L3 - IT Operations Technical Lead
Core
Senior technical lead acting 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
Improved support processes, automation workflows, and employee technology lifecycle management
Domain
IT Operations / End-User Computing
Deliverable
dashboards & analysis
Required skills
Complex incident troubleshooting, Cross-platform diagnostics, Root-cause analysis, Process improvement, ITSM tool administration, Hardware lifecycle management, Stakeholder communication, Technical mentoring, SLA management, Vendor coordination
Preferred skills
Microsoft 365/Azure certifications, ITIL Intermediate, Security+, Advanced identity management expertise
Technologies
Jira Service Management, Entra ID/Active Directory, Microsoft 365, MDM, Windows, macOS, Mobile devices
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 automation; Analyze ticket volumes and lead root-cause analysis; Design and implement process/automation improvements; Own employee technology lifecycle processes (provisioning to disposal); Lead Service Desk projects and system migrations; Mentor L1/L2 colleagues and participate in recruitment; Provide operational evidence for audits and compliance.
Seniority
Senior, hands-on IC
