We are looking for a IT Help Desk Team Leader.
As the IT Help Desk Team Leader, youll lead a dynamic team of IT professionals responsible for global IT support, hardware, software, and licensing procurement, and site management across Israel and international locations. You will drive efficiency, enhance user experience, implement automation, and oversee IT support for a global workforce, including managing remote employees.
What Youll Do:
Lead & Coach: Guide and develop a team of IT Help Desk members, fostering a culture of innovation, continuous learning, and customer-first thinking.
Global IT Support: Ensure high-quality IT support for employees worldwide, coordinating with local and remote teams.
Hardware, Software, and Licensing Purchasing: Manage IT procurement processes, ensuring cost-effective purchasing and compliance for all hardware, software, and licensing needs across the organization.
On-Call & Incident Management: Oversee IT support, including on-call shifts, ensuring rapid response and minimal business disruption.
User Enablement: Develop training materials, knowledge bases, and user-friendly IT resources to empower employees.
Site Management: Handle IT operations and infrastructure for company sites in Israel and abroad, ensuring smooth IT functionality.
Process Improvement & Automation: Identify recurring issues and implement automation or self-service solutions to reduce manual intervention.
Collaboration & Strategy: Work closely with IT, security, and business teams to align support strategies with company objectives.
Metrics & Reporting: Track key performance indicators (KPIs) and use data-driven insights to enhance service delivery.
Technology Advocate: Stay ahead of emerging IT trends and tools, ensuring the team adopts modern solutions that drive efficiency.
Requirements: 2+ years of experience managing an IT support/help desk team.
3+ years of experience in advanced technical support of Windows and Office 365.
Experience managing MacOS environments- an advantage
Basic knowledge of scripting and ability to prove it
Hands-on experience with ITSM tools, ticketing systems, and automation platforms.
Strong problem-solving skills with a focus on efficiency and process improvement.
Exceptional communication skillsable to explain tech in a way that makes sense to everyone.
A service-oriented mindsetgoing beyond issue resolution to ensure long-term improvements.
Up-to-date with IT trends, tools, and best practices.
Ability to balance hands-on support with strategic planning and innovation.
Experience in global IT support, including remote employee management across multiple time zones.
English High level You can express yourself verbally by speaking and writing (a must).
This position is open to all candidates.