Service Desk L3 – IT Operations Technical Lead

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Act as the primary technical escalation point within the Service Desk for critical, high-severity, and complex issues affecting business operations.

• Oversee the response to major incidents, including communication and follow-up actions post-incident.

• Provide guidance to L1/L2 teams on troubleshooting strategies, ownership, escalation routes, and resolution processes.

• Serve as a subject matter expert in areas such as endpoints, mobile devices, identity and access management, Microsoft 365, MDM, collaboration tools, and meeting room technologies.

• Manage and configure Service Desk tools, including Jira Service Management workflows, automation, device enrollment, MDM policies, and hardware asset management tools.

• Administer key corporate IT systems and services, focusing on access and permissions management, service configuration, and automation.

• Enhance and maintain Service Desk procedures, runbooks, escalation paths, and knowledge bases.

• Analyze ticketing, escalation, and SLA data; spearhead root-cause analysis and problem management initiatives.

• Evaluate proposed solutions and operational changes for their supportability and impact on users.

• Identify and address gaps in operational ownership with relevant stakeholders.

• Manage employee lifecycle processes, hardware provisioning, and IT onboarding for new hires across EMEA and APAC regions.

• Recommend and uphold standards for laptops, peripherals, and end-user devices.

• Oversee hardware lifecycle processes, including provisioning, replacement, reuse, return, disposal, and employee resale.

• Lead initiatives for equipment reuse and employee resale, such as TechShop.

• Contribute to technology forecasting and budget planning efforts.

• Support Service Desk contracts, renewals, licensing, and maintain vendor relationships.

• Drive Service Desk projects, technology migrations, rollouts, and process enhancements.

• Advise partner functions on Service Desk capabilities and shared operational processes.

• Participate as a technical interviewer and provide recommendations for hiring.

• Conduct technical onboarding and mentor L1/L2 staff in troubleshooting, coaching, and knowledge transfer.

• Assist with IT Bar, queue, and events alongside L1/L2 as required.

• Provide operational evidence for audits and compliance, ensuring adherence to security, access governance, and procurement standards.

⛳️ Requirements

• Bachelor’s degree in Information Technology or a related field, or equivalent practical experience.

• Over 5 years of experience in IT support or service desk roles, demonstrating an increase in responsibility.

• Advanced technical certifications (e.g., Microsoft 365, Azure, ITIL Intermediate, Security+) are highly desirable.

• Extensive knowledge of enterprise IT systems, networks, and security practices.

• Strong skills in leadership, coaching, and collaboration.

• Proven capability to manage high-priority incidents and lead cross-functional troubleshooting initiatives.

• Recognized authority in end-user computing and support operations, with expertise across endpoints, identity, collaboration, device management, and security aspects.

• Experience with root-cause analysis and process optimization.

• Ability to articulate complex issues in a straightforward manner for both technical and non-technical audiences.

• High level of independence and sound judgment.

• Experience dealing with intricate technical and operational challenges while coordinating multiple IT functions.

• Candidates must be authorized to work in the location of their application and provide proof of employment eligibility as a condition of hire.

🏝️ Benefits

• Competitive compensation package.

• Opportunities for career advancement and continuous learning.

• Flexibility and a sense of ownership in your work.

• A collaborative and innovative work culture.

• Chance to engage in impactful AI projects.

• An international work environment with skilled teams.