Service Desk L3 - IT Operations Technical Lead

Accountabilities:: Act as the highest-level technical escalation point within the Service Desk for high-severity, complex, and business-critical incidents before involving Infrastructure, Enterprise Applications, Security, or external vendors. Coordinate major incident response, stakeholder communications, and post-incident follow-up with relevant technical teams. Support L1 and L2 colleagues with complex or unusual cases, advising on troubleshooting approaches, ownership, escalation routes, and resolution strategies. Serve as a subject matter expert across end-user computing, including Windows and macOS endpoints, mobile devices, Entra ID/Active Directory, SSO, MFA, Microsoft 365, mobile device management, collaboration tools, and meeting-room technology. Configure and administer Service Desk tools and related workflows, including Jira Service Management, automation, device enrollment, MDM policies, and hardware asset management solutions, in coordination with platform owners. Administer selected corporate IT systems and services, including access and permissions management, service configuration, and operational automation. Maintain and improve Service Desk procedures, runbooks, escalation paths, technical standards, and knowledge-base documentation. Analyze ticket volumes, escalations, and SLA data to identify recurring issues, contribute to reporting, lead root-cause analysis, and drive problem management initiatives. Design and implement process, tooling, and automation improvements that increase first-time resolution and reduce unnecessary escalations. Evaluate proposed technology solutions and operational changes for supportability and user impact, advising management and partner teams on potential implications. Identify gaps in operational ownership and collaborate with stakeholders to establish clear, practical responsibilities and processes. Own and continuously improve employee technology lifecycle processes, including hardware provisioning, replacement, reuse, returns, disposal, employee resale, and new-hire IT onboarding across EMEA and APAC. Recommend and maintain standards for company-provided laptops, peripherals, and other end-user equipment, balancing business requirements, supportability, lifecycle considerations, and market availability. Coordinate hardware demand forecasts and regional requirements with IT Supply Chain and Procurement, recommend routine purchases within approved standards, and approve spending only within documented delegated limits. Lead improvements to equipment reuse and employee resale initiatives, including TechShop. Contribute to technology and Service Desk budget planning, forecasting, vendor relationships, contracts, renewals, and licensing activities. Lead Service Desk projects, system migrations, technology rollouts, and process optimization initiatives. Provide Service Desk expertise for wider company projects, including regional expansion, office launches, organizational changes, and onboarding improvements. Work with Infrastructure, Enterprise Applications, Security, HR/People, Onboarding, Recruiting, Procurement, Workplace/Facilities, and AV/Builds teams to improve shared operational processes. Participate in Service Desk recruitment as a technical interviewer, providing structured feedback, hiring recommendations, and input into role requirements. Deliver technical onboarding for new team members and mentor L1 and L2 colleagues through coaching, joint troubleshooting, and knowledge transfer. Remain hands-on by supporting the IT Bar, ticket queue, and events when needed, setting a strong example for ticket quality and user communication. Provide operational evidence for audits and compliance activities, including equipment lifecycle and employee offboarding, while following security, access-governance, and procurement requirements. Requirements: Bachelor's degree in Information Technology or a related discipline, or equivalent practical experience. At least 5 years of IT support or Service Desk experience, with a demonstrated progression in responsibility. Advanced technical certifications are strongly preferred, such as Microsoft 365, Azure, ITIL Intermediate, Security+, or equivalent qualifications. Deep knowledge of enterprise IT systems, networks, and security practices. Recognized expertise in end-user computing and support operations, with broad experience across endpoints, identity and access management, collaboration platforms, device management, and security-related processes. Strong troubleshooting skills, including the ability to diagnose ambiguous, cross-platform problems involving multiple systems, incomplete information, and elevated business risk. Proven experience leading high-priority incidents, coordinating cross-functional troubleshooting, and conducting root-cause analysis. Experience improving operational processes, designing workflows, and developing procedures where established solutions or precedents may not exist. Strong understanding of Service Desk operations, escalation management, SLA performance, and support quality. Ability to administer and improve ITSM tooling, automation workflows, endpoint management, and hardware asset management processes. Excellent written and verbal communication skills, with the ability to explain complex technical issues to both technical and non-technical stakeholders. Strong collaboration, coaching, and mentoring capabilities, with the ability to influence teams and stakeholders without direct managerial authority. High degree of autonomy, ownership, and sound judgment when handling sensitive escalations and driving improvements independently. Ability to assess the operational impact of technology decisions and advise management and partner teams on supportability, risks, and dependencies. Experience contributing to employee onboarding and offboarding, hardware lifecycle management, vendor coordination, procurement, and audit or compliance activities is valuable. Ability to balance hands-on technical support with longer-term operational improvements and cross-functional project leadership. Benefits: Competitive compensation. Career growth and professional learning opportunities. Flexible working arrangements and meaningful ownership of responsibilities. Collaborative and innovative international working environment. Opportunity to contribute to impactful AI infrastructure and technology projects. Exposure to talented, globally distributed engineering and IT teams. An environment that encourages bold thinking, continuous development, trust, and meaningful impact.