Service Desk L3 - IT Operations Technical Lead
J
JobgetherAI infrastructure
GermanyFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- At least 5 years of IT support or Service Desk experience
Requirements
- Hold a bachelor's degree in Information Technology or a related discipline, or have equivalent practical experience.
- Have at least 5 years of IT support or Service Desk experience, with demonstrated progression in responsibility.
- Bring deep knowledge of enterprise IT systems, networks, and security practices.
- Have broad end-user computing experience across endpoints, identity and access management, collaboration platforms, device management, and security-related processes.
- Demonstrate strong troubleshooting skills for ambiguous, cross-platform problems involving multiple systems and elevated business risk.
- Have experience leading high-priority incidents, coordinating cross-functional troubleshooting, and conducting root-cause analysis.
- Understand Service Desk operations, escalation management, SLA performance, and support quality.
- Be able to administer and improve ITSM tooling, automation workflows, endpoint management, and hardware asset management processes.
- Have experience improving operational processes, designing workflows, and developing procedures.
- Communicate complex technical issues clearly to technical and non-technical stakeholders.
- Demonstrate collaboration, coaching, mentoring, autonomy, ownership, and sound judgment.
- Advanced technical certifications are strongly preferred, such as Microsoft 365, Azure, ITIL Intermediate, Security+, or equivalent qualifications.
Responsibilities
- Act as the highest-level technical escalation point for complex, high-severity, and business-critical Service Desk incidents.
- Coordinate major incident response, stakeholder communications, and post-incident follow-up.
- Support L1 and L2 colleagues with troubleshooting, ownership, escalation, and resolution strategies.
- Administer end-user systems and services, including endpoints, identity services, Microsoft 365, mobile device management, and collaboration tools.
- Configure Service Desk tools and workflows, including Jira Service Management, automation, device enrollment, MDM policies, and hardware asset management solutions.
- Maintain and improve Service Desk procedures, runbooks, escalation paths, technical standards, and knowledge-base documentation.
- Analyze ticket, escalation, and SLA data; lead root-cause analysis and problem management initiatives.
- Design and implement process, tooling, and automation improvements to increase first-time resolution and reduce unnecessary escalations.
- Own and improve hardware lifecycle and new-hire IT onboarding processes across EMEA and APAC.
- Lead Service Desk projects, system migrations, technology rollouts, and process optimization initiatives.
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