Service Desk L3

Description

About the company:

The company is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to production deployment, without the cost and complexity of building large in-house AI/ML infrastructure.

Built by engineers, for engineers. From large-scale GPU orchestration to inference optimization, we own the hard problems across compute, storage, networking and applied AI.

Our team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D.

LI-IV1

Responsibilities

• 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 . The role owns and improves Service Desk processes, runbooks, escalation paths, the employee hardware lifecycle and new-hire IT onboarding, administers Service Desk tooling on behalf of its owners, and leads improvement initiatives and cross-functional projects. It acts as the bridge between the Service Desk and Infrastructure, Enterprise Applications and Security, and leads through expertise, judgment and influence rather than formal authority. It carries no line-management responsibility.
• Your responsibilities will include:
• Serve as the final technical escalation point within Service Desk for high-severity, high-complexity and business-critical issues, before engagement of Infrastructure, Enterprise Applications, Security or vendors; coordinate major-incident response, communication and post-incident follow-through with the relevant teams.
• Act as consultation point for L1/L2 on complex or unusual cases: advise on troubleshooting approach, ownership, escalation path and resolution before issues are escalated.
• Act as subject matter expert for the end-user computing environment: endpoints (Windows, macOS), mobile devices, identity and access (Entra ID / Active Directory, SSO , MFA ), Microsoft 365, MDM , collaboration tools and meeting-room technology.
• Administer and configure Service Desk tooling (e.g. Ownership of the tools and platforms sits with IT leadership and platform owners.
• Administer selected corporate IT systems and services according to operational requirements, including access and permissions management, service configuration and automation.
• Maintain and improve Service Desk procedures, runbooks, escalation paths and knowledge base; propose technical standards for approval by Service Desk management and maintain them once approved; advise on operational priorities.
• Contribute to creating and updating documentation: runbooks, process documents, technical standards and knowledge-base articles, setting the standard for documentation quality across the team.
• Analyze ticket, escalation and SLA data to identify systemic issues and contribute to SLA reporting; lead root-cause analysis and problem management; design process, tooling and automation changes that improve first-time resolution and reduce escalation volume.
• Assess proposed solutions and operational changes for supportability and user impact; advise management and partner teams on the support implications of technology decisions.
• Provide organizational context on existing and legacy IT processes, systems, decisions and ownership structures; apply it when evaluating current processes, and improve legacy practices where appropriate.
• Identify gaps or ambiguities in operational ownership and work with the relevant stakeholders to establish practical solutions.
• Own and improve employee-lifecycle processes, including hardware provisioning and, with Onboarding and People teams, new-hire IT onboarding across EMEA and APAC .
• Recommend standards for company-provided laptops, peripherals and other end-user equipment, balancing business need, supportability, lifecycle and market availability; maintain the approved standards.
• Own employee hardware lifecycle processes, provisioning, replacement, reuse, return, disposal and employee resale, and provide demand forecasts and regional requirements (including Bill & Hold) to IT Supply Chain and Procurement; recommend routine purchases against agreed standards, approving only within a documented delegated spend limit.
• Lead and continuously improve equipment reuse and employee resale, including TechShop.
• Contribute to forecasting and budget planning for employee technology and Service Desk requirements.
• Support Service Desk contracts, renewals and licensing; maintain working relationships with hardware and Service Desk vendors.
• Lead Service Desk projects, system migrations, new technology rollouts, process optimization, and contribute Service Desk expertise to company initiatives such as regional expansion, office launches, organizational changes and onboarding improvements, working with Infrastructure, Enterprise Applications, Security, HR/People, Onboarding, Recruiting, Procurement, Workplace/Facilities and the AV /Builds team.
• Advise partner functions on Service Desk capabilities, procedures, requirements and dependencies, and work with them to define and improve shared operational processes (e.g. joiner/mover/leaver with People, office launches with Workplace).
• Act as technical interviewer in Service Desk recruitment, providing structured feedback and hiring recommendations to management, and technical input to role requirements.
• Deliver technical onboarding for new team members and mentor L1 and L2 through joint troubleshooting, coaching and knowledge transfer, documenting approaches to reduce reliance on individual knowledge.
• Stay hands-on: support the IT Bar, queue and events alongside L1/L2 when needed, and lead by example on ticket quality and communication.
• Provide operational evidence for audits and compliance (including equipment lifecycle and offboarding); follow security, access-governance and procurement requirements; escalate material concerns to the appropriate owner.
• We expect you to have:
• 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.
• Related Competencies
• Knowledge & Skills
• Recognised expert in end-user computing and support operations, with breadth across endpoints, identity, collaboration, device management and security touch points.
• Diagnoses ambiguous, cross-platform issues; experienced in root-cause analysis and process optimisation.
• Translates complex issues into clear guidance for technical and non-technical audiences.
• Autonomy
• Operates with a high degree of independence and trusted judgment.
• Takes the most sensitive escalations from intake to follow-up.
• Independently identifies improvements and drives them to completion; proactively pitches projects within the Service Desk domain.
• Advises management and partner teams on the support implications of technology decisions. Significant spend, strategic or organisational changes, and decisions outside delegated authority are aligned with management.
• Complexity
• Handles the most complex technical and operational problems in the support function: multiple systems, conflicting signals, incomplete data, elevated business risk.
• Leads escalations, often coordinating multiple IT functions.
• Designs and improves workflows and procedures where no precedent exists.
• Impact
• Broad impact on service reliability, SLA performance, support maturity and user experience across EMEA and APAC .
• Reduces downtime, repeat incidents and escalation volume.
• Shapes employee technology from onboarding through equipment return; ensures knowledge transfer and team readiness.
• People / Leadership
• Leads through expertise, coordination and example, not formal authority.
• Escalation point and mentor for L1 and L2; shapes team capability over time. Technical interviewer.
• No line management: hiring decisions, performance, compensation and other people-management accountabilities sit with Service Desk management.

Benefits

• Competitive compensation
• Career growth and learning opportunities
• Flexibility and ownership
• Collaborative and innovative culture
• Opportunity to work on impactful AI projects
• International environment and talented teams
• What's it like to work at the company:
• Fast moving - Bold thinking - Constant growth - Meaningful impact - Trust and real ownership - Opportunity to shape the future of AI