--- title: 'Service Desk L3 - IT Operations Technical Lead at Nebius' canonical: 'https://feeny.ai/job/service-desk-l3-it-operations-technical-lead-nebius-amsterdam-whxb09dfagtf' type: 'job' last_seen: '2026-11-07' --- # Service Desk L3 - IT Operations Technical Lead at Nebius - **Company:** Nebius - **Location:** Amsterdam, Netherlands / Europe - **Work type:** remote - **Posted:** 2026-11-05 - **Last confirmed live:** 2026-11-07 - **Apply:** https://careers.nebius.com/?gh_jid=5018918101 ## Job description About Nebius: Nebius 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. Listed on Nasdaq (NBIS) and headquartered in Amsterdam, we have a global footprint with R&D hubs across Europe, the UK, North America and Israel. Our team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D. ## #LI-IV1 ## The role 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. Jira Service Management workflows and automation, device enrolment and MDM policy, hardware asset management tooling) as agreed with the tool and platform owners, and propose and implement improvements, including request workflows and automations used by adjacent functions. 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 & Perks: - 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 Nebius: Fast moving - Bold thinking - Constant growth - Meaningful impact - Trust and real ownership - Opportunity to shape the future of AI Equal Opportunity Statement: Nebius is an equal opportunity employer. We are committed to fostering an inclusive and diverse workplace and to providing equal employment opportunities in all aspects of employment. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law. Applicants must be authorized to work in the country in which they apply and will be required to provide proof of employment eligibility as a condition of hire. If you need accommodations during the application process, please let us know. ## About Nebius ## Company Overview - **One-liner**: Nebius builds a full-stack AI cloud platform providing GPU-accelerated infrastructure and services for training, fine-tuning, and deploying AI models at scale. - **Entity Type**: Public (ticker: NBIS on Nasdaq) - **Headquarters**: Amsterdam, Netherlands - **Founded**: 2024 (as Nebius Group N.V., the successor to the former Yandex N.V.) - **Founders**: Arkady Volozh (founder of Yandex) ## Core Business - **Primary industry**: AI Cloud Infrastructure & Services (Technology, Information and Internet) - **Target customers**: AI innovators of all sizes — from startups to research institutes to enterprises — across sectors including healthcare, life sciences, robotics, finance, and entertainment, as well as national AI programs. - **Mission or purpose statement**: To become one of the world's largest AI infrastructure companies, building the infrastructure for the age of AI. ## Products & Services - **Nebius AI Cloud**: A full-stack cloud platform offering raw GPU compute, serverless and managed inference, and MLOps tooling. Built on custom hardware with non-virtualized GPUs and InfiniBand networking, designed for high performance and reliability. - **Nebius Token Factory**: A service for running and managing large-scale inference workloads, including serving open-source and custom models. - **Nebius Echo**: An AI agent built directly into the Nebius console for operational support. - **Nebius Agents Blueprint**: An open architecture for building production-ready AI agents. - **Reference Platform NVIDIA Cloud Partner**: A designation for partners operating large clusters built in coordination with NVIDIA, adhering to a tested and optimized reference architecture. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed in the search results; as a public company (NBIS), market cap fluctuates daily. - **Key Metric**: Total funding raised: **$10.29 billion** (including a $4.3B post-IPO equity round in March 2026, a $2.8B convertible note in September 2025, and a $1.4B post-IPO equity round in May 2011). Notably, a **$27 billion** long-term AI infrastructure supply agreement with Meta was announced in 2026. - **Notable Investors/Partners**: Meta (long-term infrastructure agreement), NVIDIA (Reference Platform Cloud Partner), Bloom Energy (power infrastructure partnership). - **Growth Signals**: - **Headcount**: 900 employees (+114.9% YoY growth; +8.2% monthly growth). - **Active Job Postings**: 145 open roles (Yearly growth: +866.7%). - **Key Metrics**: Claims to offer better TCO for fine-tuning and inference vs. AWS; reports a 70% reduction in AI setup pipeline time for a partner (RoboForce); operates with a mean time between failures (MTBF) of 56.6 hours for a 3,000-GPU cluster. - **New Initiatives**: Launching the "Nebius Early Talent Program" for early-career engineers; announced an AI factory launch team in Lappeenranta, Finland; acquired Tavily and licensed Clarifai's inference IP. ## Competitive Advantages - **Custom Hardware**: Non-virtualized GPUs with InfiniBand networking, providing raw, dedicated performance without the overhead of virtualization. - **Full-Stack, Hyperscaler-Like Platform**: Combines the scale and reliability of a hyperscaler with the performance of a supercomputer, including built-in MLOps tooling. - **NVIDIA Reference Platform Partner**: A trusted partner with a validated, optimized architecture for large-scale AI workloads. - **Elasticity**: Offers flexible consumption options from small experiments to global-scale deployments. - **Deep Engineering Talent**: Built around a core of 500+ AI experts and hundreds of engineers with deep expertise in building world-class tech infrastructure (many from Yandex). ## Strategic Focus - **Massive Infrastructure Build-Out**: Executing on a multi-billion dollar agreement with Meta and expanding data center capacity in Europe and the US. - **Power & Energy Partnerships**: Partnering with Bloom Energy to secure reliable, on-site power for AI infrastructure. - **Product Innovation**: Continuously releasing new products (Echo, Agents Blueprint, Token Factory) to capture more of the AI developer workflow. - **Talent Acquisition**: Aggressively hiring across engineering, sales, and operations to support hypergrowth, with a dedicated Early Talent Program. - **Ecosystem Expansion**: Targeting specific verticals like healthcare, life sciences, and robotics with dedicated solutions and partnerships. ## Why Work Here - **High-Impact Work**: Employees solve some of the hardest technical problems in AI, building infrastructure that powers the next generation of technology. - **Culture**: Described as fast-moving, with a culture of trust and autonomy. New ideas are encouraged, experimentation is welcomed, and ownership is part of everyday work. - **Work Model**: Remote-friendly work culture built on trust and autonomy, with flexibility designed around time zones and personal commitments. - **Compensation**: Top-tier pay and benefits. - **Development**: Clear development paths to take careers forward, with mentorship from industry experts. - **Team**: A diverse, multicultural team with hubs across Europe, North America, and the Middle East. - **Notable Perks**: Thoughtful team gatherings, 24/7 support by default, and access to free white-glove proof-of-concepts. ## Sources 1. [Nebius Official Website](https://nebius.com) 2. [Nebius Careers Page](https://nebius.com/careers) 3. [Nebius LinkedIn Page](https://www.linkedin.com/company/nebius) 4. 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