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Service Desk L3 - IT Operations Technical Lead
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About this role
Role overview
Serve as the senior technical escalation point for an internal service desk supporting teams across Europe, the Middle East, Africa, and Asia-Pacific. The role improves support processes, employee technology services, and cross-team incident response through independent technical leadership and coordination. It is a senior individual contributor position with no direct reports.
Responsibilities - Resolve complex, high-impact support cases and coordinate major incidents through follow-up with infrastructure, business applications, security, and vendors. - Advise frontline support staff on troubleshooting, case ownership, and escalation paths. - Support the end-user environment across computers, mobile devices, identity and access, productivity and collaboration services, device management, and meeting rooms. - Configure service desk workflows, automations, device enrollment, and asset tracking in coordination with platform owners. - Maintain procedures, escalation guidance, technical standards, and knowledge articles. - Analyze ticket and service-level data, lead root-cause investigations, and drive process or automation improvements. - Improve hardware provisioning and new-hire IT onboarding across supported regions.
Requirements - Deep practical knowledge of end-user computing and corporate IT support operations. - Experience handling complex escalations across multiple systems and coordinating across technical teams. - Strong skills in troubleshooting, incident coordination, root-cause analysis, and problem management. - Ability to improve workflows and documentation, including where existing guidance is incomplete. - Sound judgment, clear communication, and the ability to influence through expertise without formal authority. - Experience advising on user impact and supportability of operational or technology changes.
Nice to have - Experience with service desk platforms, workflow automation, device management, identity systems, and asset management tools. - Mentoring or technical interviewing experience.
Benefits and work setup - The listing describes learning and career development, flexibility, and an international, collaborative work environment.