כניסההרשמה
חזרה

IT Service Desk Team Leader

AppsFlyer
שכר לא צויןHerzliya, היברידילידמשרה מלאה
משרה חיצונית, ההגשה באתר החברהאושר שהמשרה פתוחה לפני 13 שעות

Lead AppsFlyer’s global Service Desk team and own its service quality, operations, technical standards, and performance. Drive the shift to an AI-native support model through self-service, knowledge management, and automation.

מה תעשו

  • Manage, coach, and develop a distributed global Service Desk team.
  • Plan follow-the-sun coverage, shifts, on-call, and regional handoffs.
  • Own Service Desk KPIs, ITSM operations, major incidents, and VIP escalations.
  • Set technical standards and lead complex escalations across endpoint, identity, and workplace systems.
  • Build the Tier-0 roadmap, improve the knowledge base, and oversee AI-assisted support and automations.
  • Report service health and transformation progress to IT leadership.

דרישות

  • 5+ years in IT Service Desk/Support at companies with 500+ employees, including 2+ years leading a Service Desk team.
  • Experience leading a distributed or multi-region team, or supporting a global user base across time zones.
  • Hands-on macOS and Windows experience, with admin-level MDM and IAM experience, including lifecycle workflows.
  • Experience owning or configuring an ITSM platform and building an automation, AI-assisted workflow, scripted process, or knowledge base for self-service or AI.
  • Professional fluency in English; experience leading incidents or rollouts end-to-end, including communication with executive and non-technical stakeholders.

יתרון

  • Experience deploying AI-driven support solutions or leading Tier-0/self-service initiatives.
  • Experience with Make.com, Zapier, n8n, Python, Bash, PowerShell, or AppleScript.
  • Administrative experience with Google Workspace, Slack, Zoom, OpenAI, or Anthropic.
  • ITIL or comparable IT service management experience; a relevant bachelor’s degree is also listed as a plus.

תנאי סף

  • 5+ years in IT Service Desk/Support at companies with 500+ employees
  • 2+ years leading a Service Desk team
  • Professional fluency in English
  • Experience leading a distributed or multi-region team, or supporting a global user base across time zones
IT Service DeskITSMmacOSWindowsKandjiIntuneOktaAutomation