Service Desk L3 - IT Operations Technical Lead

Location: Amsterdam, Netherlands; Remote - Europe. Applicants must be authorized to work in the country in which they apply and provide proof of employment eligibility.

Company

Nebius builds a full-stack AI cloud platform for data and model training through production deployment, covering compute, storage, networking, and applied AI.

What you will do

• Serve as the final technical escalation point for high-severity, complex, and business-critical Service Desk issues across EMEA and APAC; coordinate major incidents and post-incident follow-up.
• Support L1/L2 with complex troubleshooting and act as the subject matter expert for Windows, macOS, mobile devices, Entra ID/Active Directory, SSO, MFA, Microsoft 365, MDM, collaboration tools, and meeting-room technology.
• Administer and improve Service Desk tooling, workflows, automations, device enrollment, MDM policies, asset management, corporate IT systems, access, permissions, and service configuration.
• Own and improve runbooks, escalation paths, knowledge-base content, SLA analysis, root-cause analysis, problem management, and supportability assessments.
• Own employee technology lifecycle processes, including laptop and peripheral standards, provisioning, replacement, reuse, return, disposal, resale, forecasting, procurement, contracts, licensing, and vendor relationships.
• Lead Service Desk projects, migrations, rollouts, process optimization, onboarding and office-launch initiatives, technical interviewing, team onboarding, mentoring, and audit evidence preparation.

Requirements

• Bachelor’s degree in Information Technology or a related field, or equivalent experience.
• 5+ years of IT support or Service Desk experience with demonstrated progression in responsibility.
• Deep knowledge of enterprise IT systems, networks, security practices, endpoints, identity, collaboration, device management, and support operations.
• Proven ability to manage high-priority incidents, diagnose ambiguous cross-platform issues, perform root-cause analysis, and lead cross-functional troubleshooting.
• Strong leadership, coaching, collaboration, communication, autonomy, and judgment skills.
• Ability to improve workflows and procedures, translate complex issues for technical and non-technical audiences, and advise management and partner teams on support implications.
• Ability to lead through expertise and influence without formal authority; the role has no line-management responsibility.
• Must be authorized to work in the country of application and provide proof of employment eligibility.

Nice to have

• Advanced technical certifications such as Microsoft 365, Azure, ITIL Intermediate, or Security+.

Culture & Benefits

• Competitive compensation, career growth, and learning opportunities.
• Flexibility, ownership, and a collaborative, innovative international environment.
• Opportunity to work on impactful AI projects with experienced engineering teams.
• Fast-moving environment focused on bold thinking, continuous growth, meaningful impact, trust, and ownership.