as the it service desk team leader at the company, you will drive the end-to-end operation of our global service desk, managing our people, service quality, technical standards, and ai-driven support capabilities. reporting directly to the head of global it, you will guide a distributed group of service desk engineers spanning hq/emea, the americas, and apac.
you will serve as the operational catalyst for our transition from traditional ticket queues to an ai-native itsm framework. this modern model prioritizes higher self-service resolution, leverages a tightly governed knowledge base as a single source of truth for ai and employees alike, and integrates automated processes directly into daily workflows.
operating as a true player-coach, you will mentor the team and evaluate service performance using clear metrics, while maintaining the technical expertise needed to handle complex escalations and help architect tier-0 self-service solutions. rather than simply managing incoming tickets, your success will be defined by eliminating repetitive tasks and sharpening the team's capabilities for high-value Technical Support.
what you'll do
lead and develop the team
manage the global service desk team: hiring, onboarding, goal-setting, performance, coaching, and career development
run follow-the-sun coverage across regions, including shift planning, on-call, and handoffs between hq/emea, the americas, and apac
build a culture of ownership, service quality, and continuous learning; level up engineers through pairing, technical reviews, and knowledge transfer
define roles, responsibilities, and growth paths within the team so that technical and service ladders are explicit and understood
represent the service desk to the wider it organization, to leadership, and to business stakeholders
own service operations and outcomes
own the service desk kpis end to end: self-service rate, csat, time-to-fulfillment, sla attainment, knowledge coverage and quality, and automation hours saved
operate and continuously improve the itsm platform: queues, workflows, request catalog, automation rules, and reporting
own major incidents and vip escalations end-to-end, including stakeholder communication, coordination with infrastructure and security, and post-incident learning
drive onboarding, offboarding, and asset lifecycle quality across the employee lifecycle, in partnership with people, security, and facilities
report on service health and transformation progress to it leadership with data, not anecdotes
set the technical standard
act as the senior technical escalation lead for macos, windows, mdm systems (kandji, intune), iam (okta), google workspace, slack, av conference equipment (zoom rooms, neat, google meet), networking, and llm administration console management.
own runbooks, troubleshooting methodology, and technical standards, and ensure the team actually adopts them
partner with infrastructure, security, and it operations on cross-functional issues, access governance, and endpoint compliance
stay hands-on: take escalations, ship fixes, and keep your own technical credibility current
build the ai-native service desk (tier 0)
own the tier-0 roadmap: identify the highest-volume, lowest-value request categories and design them out of existence through self-service, knowledge, and automation
govern the knowledge base as a product: ownership, quality standards, review cycles, and structure fit for both human readers and ai grounding
build and oversee automations that remove entire ticket classes (make.com, scripting, itsm-native automation), with measured impact
develop, evaluate, and improve ai-assisted support workflows; define how the team validates ai output and handles its failure modes
make the team ai-native by default: ai fluency is a baseline for every engineer, and building with ai is a shared responsibility rather than a side project.
דרישות:
5+ years in it service desk/support at 5.#ENGLI המשרה מיועדת לנשים ולגברים כאחד.