Accountabilities:

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 role requirements.

Deliver technical onboarding for new team members and mentor L1 and L2 colleagues through coaching, joint troubleshooting, and knowledge transfer.

Remain hands-on by supporting the IT Bar, ticket queue, and events when needed, setting a strong example for ticket quality and user communication.

Provide operational evidence for audits and compliance activities, including equipment lifecycle and employee offboarding, while following security, access-governance, and procurement requirements.

Requirements

Bachelor's degree in Information Technology or a related discipline, or equivalent practical experience.

At least 5 years of IT support or Service Desk experience, with a demonstrated progression in responsibility.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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