This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Service Desk L3 – IT Operations Technical Lead based in Spain.

Por favor, presente su candidatura sin demora si su perfil encaja bien con este puesto, debido al alto nivel de interés.

Take on a senior technical leadership role within an international IT Operations environment, serving as the final escalation point for complex and business-critical Service Desk issues across EMEA and APAC. You will drive operational excellence by improving support processes, strengthening technical standards, and enhancing the employee technology experience. From endpoint management and identity services to hardware lifecycle operations and onboarding, you will oversee critical aspects of the end-user IT environment. Working closely with Infrastructure, Security, Enterprise Applications, People, Procurement, and other teams, you will lead cross-functional initiatives and resolve operational challenges. This is a hands-on individual contributor position where you will influence through technical expertise, sound judgment, and collaboration rather than formal people management. You will have the opportunity to shape support maturity and contribute to technology operations in a fast-moving, international AI infrastructure environment.

Accountabilities:

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- 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

📌 Service Desk (España)
🏢 Jobgether
📍 España