Service Desk L3 - IT Operations Technical Lead

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.

Responsibilities:

• Serve as the final technical escalation point within Service Desk for high-severity, high-complexity, and business-critical issues.
• Act as consultation point for L1/L2 on complex or unusual cases.
• Administer and configure Service Desk tooling.
• Maintain and improve Service Desk procedures, runbooks, escalation paths, and knowledge base.
• Analyze ticket, escalation, and SLA data to identify systemic issues.
• Assess proposed solutions and operational changes for supportability and user impact.
• Provide organizational context on existing and legacy IT processes, systems, decisions, and ownership structures.
• Own and improve employee-lifecycle processes, including hardware provisioning and new-hire IT onboarding.
• Recommend standards for company-provided laptops, peripherals, and other end-user equipment.
• Lead and continuously improve equipment reuse and employee resale.
• Contribute to forecasting and budget planning for employee technology and Service Desk requirements.
• Support Service Desk contracts, renewals, and licensing.
• Lead Service Desk projects, system migrations, new technology rollouts, and process optimization.
• Advise partner functions on Service Desk capabilities, procedures, requirements, and dependencies.
• Act as technical interviewer in Service Desk recruitment.
• Deliver technical onboarding for new team members and mentor L1 and L2.

Requirements:

• 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.