[All remote jobs](https://jobicy.com/jobs.md)[![Nebius logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/d90c0566-221.webp)](https://jobicy.com/company/nebius.md)[Nebius](https://jobicy.com/company/nebius.md) # Service Desk L3 – IT Operations Technical Lead AI Summary Nebius ищет старшего технического специалиста Service Desk L3 для ведения операций поддержки в EMEA и APAC. Роль является ключевой точкой эскалации для критических инцидентов и охватывает end-user computing, управление идентификацией, Microsoft 365, MDM и Service Desk tooling. Специалист будет улучшать runbooks, SLA-процессы, автоматизацию, жизненный цикл оборудования и IT-онбординг сотрудников. Это самостоятельная individual-contributor позиция с влиянием на инфраструктурные, security и business-подразделения без прямого управления людьми.[Apply for this job](#job-application)[View company](https://jobicy.com/company/nebius.md)ShareRemote from[Europe](https://jobicy.com/job-region/europe.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished6 Nov 2026Apply before6 Dec 2026Listing views39Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. 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 establish practical solutions. * Own and improve employee-lifecycle processes, including hardware provisioning and, with Onboarding and People teams, new-hire IT onboarding across EMEA and APAC. * Recommend standards for company-provided laptops, peripherals and other end-user equipment, balancing business need, supportability, lifecycle and market availability; maintain the approved standards. * Own employee hardware lifecycle processes, provisioning, replacement, reuse, return, disposal and employee resale, and provide demand forecasts and regional requirements (including Bill & Hold) to IT Supply Chain and Procurement; recommend routine purchases against agreed standards, approving only within a documented delegated spend limit. * Lead and continuously improve equipment reuse and employee resale, including TechShop. * Contribute to forecasting and budget planning for employee technology and Service Desk requirements. * Support Service Desk contracts, renewals and licensing; maintain working relationships with hardware and Service Desk vendors. * Lead Service Desk projects, system migrations, new technology rollouts, process optimization, and contribute Service Desk expertise to company initiatives such as regional expansion, office launches, organizational changes and onboarding improvements, working with Infrastructure, Enterprise Applications, Security, HR/People, Onboarding, Recruiting, Procurement, Workplace/Facilities and the AV/Builds team. * Advise partner functions on Service Desk capabilities, procedures, requirements and dependencies, and work with them to define and improve shared operational processes (e.g. joiner/mover/leaver with People, office launches with Workplace). * Act as technical interviewer in Service Desk recruitment, providing structured feedback and hiring recommendations to management, and technical input to role requirements. * Deliver technical onboarding for new team members and mentor L1 and L2 through joint troubleshooting, coaching and knowledge transfer, documenting approaches to reduce reliance on individual knowledge. * Stay hands-on: support the IT Bar, queue and events alongside L1/L2 when needed, and lead by example on ticket quality and communication. * Provide operational evidence for audits and compliance (including equipment lifecycle and offboarding); follow security, access-governance and procurement requirements; escalate material concerns to the appropriate owner. We expect you to have: * Bachelor’s degree in Information Technology or related field, or equivalent experience. * 5+ years of IT support or service desk experience with demonstrated progression in responsibility. * Advanced technical certifications (Microsoft 365, Azure, ITIL Intermediate, Security+, etc.) strongly preferred. * Deep knowledge of enterprise IT systems, networks, and security practices. * Strong leadership, coaching, and collaboration skills. * Proven ability to manage high-priority incidents and lead cross-functional troubleshooting efforts. Related Competencies * Knowledge & Skills Recognised expert in end-user computing and support operations, with breadth across endpoints, identity, collaboration, device management and security touch points. Diagnoses ambiguous, cross-platform issues; experienced in root-cause analysis and process optimisation. Translates complex issues into clear guidance for technical and non-technical audiences. * Autonomy Operates with a high degree of independence and trusted judgment. Takes the most sensitive escalations from intake to follow-up. Independently identifies improvements and drives them to completion; proactively pitches projects within the Service Desk domain. Advises management and partner teams on the support implications of technology decisions. Significant spend, strategic or organisational changes, and decisions outside delegated authority are aligned with management. * Complexity Handles the most complex technical and operational problems in the support function: multiple systems, conflicting signals, incomplete data, elevated business risk. Leads escalations, often coordinating multiple IT functions. Designs and improves workflows and procedures where no precedent exists. * Impact Broad impact on service reliability, SLA performance, support maturity and user experience across EMEA and APAC. Reduces downtime, repeat incidents and escalation volume. Shapes employee technology from onboarding through equipment return; ensures knowledge transfer and team readiness. * People / Leadership Leads through expertise, coordination and example, not formal authority. Escalation point and mentor for L1 and L2; shapes team capability over time. Technical interviewer. No line management: hiring decisions, performance, compensation and other people-management accountabilities sit with Service Desk management. Benefits & Perks: * Competitive compensation * Career growth and learning opportunities * Flexibility and ownership * Collaborative and innovative culture * Opportunity to work on impactful AI projects * International environment and talented teams What’s it like to work at Nebius: Fast moving – Bold thinking – Constant growth – Meaningful impact – Trust and real ownership – Opportunity to shape the future of AI Equal Opportunity Statement: Nebius is an equal opportunity employer. We are committed to fostering an inclusive and diverse workplace and to providing equal employment opportunities in all aspects of employment. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law. Applicants must be authorized to work in the country in which they apply and will be required to provide proof of employment eligibility as a condition of hire. If you need accommodations during the application process, please let us know. Show more [Apply now >](https://jobicy.com/jobs/159417-service-desk-l3-it-operations-technical-lead.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightРоль требует экспертного решения неоднозначных кросс-платформенных инцидентов, координации нескольких IT-функций и улучшения процессов без готовых прецедентов. Высокая ответственность за SLA, эскалации, оборудование и пользовательский опыт повышает сложность. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$110,000US market range (per year)$90k–$140k0$154k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. Работодатель не раскрыл базовую зарплату, указав только конкурентную компенсацию. Оценка для senior Service Desk / IT Operations Technical Lead составляет около $110,000 в год, с ориентировочным рыночным диапазоном $90,000–$140,000 в год; годовой период оплаты выведен по практике для штатных senior IT-ролей. ## Core skills Skills and capabilities most closely associated with this opportunity. [IT service management](https://jobicy.com/jobs?search_keywords=IT%20service%20management.md)[Incident management](https://jobicy.com/jobs?search_keywords=Incident%20management.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[Jira Service Management](https://jobicy.com/jobs?search_keywords=Jira%20Service%20Management.md)[Microsoft 365](https://jobicy.com/jobs?search_keywords=Microsoft%20365.md)[Entra ID](https://jobicy.com/jobs?search_keywords=Entra%20ID.md)[Active Directory](https://jobicy.com/jobs?search_keywords=Active%20Directory.md)[Single sign-on](https://jobicy.com/jobs?search_keywords=Single%20sign-on.md)[Multi-factor authentication](https://jobicy.com/jobs?search_keywords=Multi-factor%20authentication.md)[Mobile device management](https://jobicy.com/jobs?search_keywords=Mobile%20device%20management.md)[Windows administration](https://jobicy.com/jobs?search_keywords=Windows%20administration.md)[macOS administration](https://jobicy.com/jobs?search_keywords=macOS%20administration.md)[Hardware asset management](https://jobicy.com/jobs?search_keywords=Hardware%20asset%20management.md)[Technical documentation](https://jobicy.com/jobs?search_keywords=Technical%20documentation.md)[SLA reporting](https://jobicy.com/jobs?search_keywords=SLA%20reporting.md) Sample interview questionsHow would you manage a business-critical incident that affects employees across multiple regions?I would establish incident ownership, assess scope and business impact, engage the required technical teams, and set a clear communication cadence for stakeholders. I would document decisions and actions in real time, coordinate mitigation and recovery, then lead a post-incident review with root cause, corrective actions, owners, and due dates. Describe how you would reduce repeated escalations from L1 and L2 support teams. I would review escalation categories, ticket data, and resolution patterns to identify knowledge or process gaps. I would then create practical runbooks, automate repeatable requests where possible, and coach analysts through joint troubleshooting. Success would be measured through lower escalation volume, higher first-contact resolution, and improved SLA performance. What is your approach to administering identity and access across Entra ID, Active Directory, SSO, and MFA? I apply least-privilege access, documented approval flows, role-based permissions, and strong authentication controls. I ensure joiner, mover, and leaver processes are reliable, audit access changes, investigate exceptions promptly, and work closely with Security and platform owners on policy and operational improvements. How would you improve the employee hardware lifecycle across EMEA and APAC? I would map the full lifecycle from forecasting and procurement through provisioning, replacement, return, reuse, resale, and disposal. I would standardize supported device configurations, maintain accurate asset records, define regional requirements, and use demand trends to improve stock availability while reducing waste and support complexity. How do you influence technical decisions when you have no formal line-management authority? I build credibility through sound technical judgment, clear evidence, and dependable delivery. I explain operational risks and user impacts in business terms, involve the right stakeholders early, and propose practical options with trade-offs. 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