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Required IT Support Team Leader
If you thrive in a fast-paced environment, love helping people, and can lead a team while keeping things running smoothly - we want you. We're looking for an experienced IT Support Team Leader to head our Corporate IT support operations, owning the end-user experience for ~1,500 employees across our global offices and remote sites.
Youll be the bridge between hands-on technical support and IT strategy, ensuring SLAs are met, processes are sharp, and your team is empowered to deliver excellent service every day. This role reports directly to the Regional IT Manager.
What you'll do:
LeaderShip & Operations:
Lead and mentor a team of IT support engineers, setting clear priorities and performance expectations
Own and drive the day-to-day IT support operation for ~1,500 users across HQ, remote offices, and distributed sites
Manage escalations, serve as the team's primary point of contact for complex issues, and ensure timely resolution
Build, maintain, and enforce IT support processes, procedures, and runbooks
Track and report on KPIs: ticket volumes, SLA adherence, CSAT, and resolution times
Identify automation and efficiency opportunities to continuously improve service quality
Technical Responsibilities:
Oversee troubleshooting of hardware, software, and network issues across all user-facing systems
Manage corporate endpoint fleet - deployment, configuration, patching, and lifecycle using MDM solutions (Intune, Jamf, or equivalent)
Maintain and improve corporate cloud environment: Microsoft 365, Azure AD / Entra ID, Exchange Online, SharePoint
Support and manage corporate collaboration platforms (video conferencing, telephony/UC systems, AV setups)
Work closely with the Cyber Security team to enforce policies, respond to incidents, and implement controls
Maintain full visibility of IT inventory - hardware, software licenses, and assets
Support remote and branch sites - including network fundamentals (LAN, Wi-Fi, VPN) and remote management tools
Strategy & Improvement:
Participate in IT roadmap planning and contribute ideas that improve the employee technology experience
Evaluate and onboard new tools and technologies that improve support efficiency or employee productivity
Develop and maintain onboarding/offboarding workflows to ensure a consistent and secure experience

We are seeking an experienced Help Desk Team Leader to join our global Information Technology team, supporting our 600 employees in Israel and other offices across Asia. Based out of our headquarters office in Netanya, Israel and reporting to the Head of IT, we are looking for a manager who is a solution-driven problem solver that can balance corporate demands within a fast paced environment.
We are looking for a candidate who is resourceful, bright, proactive, a go-getter who works well independently and as part of a team and is passionate about what she or he does. The candidate should be an energetic self-starter who enjoys working on operational tasks, proactive in delivering the best possible customer experience in a dynamic environment.
What will you do?
The Help Desk Team Leader will lead our Help Desk team while constantly being hands-on: maintaining our servers, Cloud infrastructure, network and desktop infrastructure throughout our locations in Israel and Asia. As the Help Desk Team Leader on the ground in Israel, the successful candidate must be a self-starter with the confidence and experience to provide day-to-day operational support, take ownership of all the IT services in our locations, lead strategic IT projects and interact with the different departments and stakeholders to identify and implement new technology solutions.
Your first six months will look like this:
In your first few weeks you will be introduced to our IT Infrastructure and Tools, learn how to support the end users, maintain the networking environment and collaborate with other team members across the department.
Learn the Israel and APAC network topologies, Procurement processes and regions specific needs

Key Responsibilities:
Design and execute a cohesive global strategy for support and training, ensuring a seamless and consistent customer journey from initial onboarding to expert-level use.
Define and own all key performance indicators (KPIs) for both functions. Crucially, you will analyze support data to identify trends that should inform and prioritize the creation of new training content.
Design and manage a tiered global support organization that efficiently serves different customer segments and geographies with clear SLAs.
Oversee all support tools, including ticketing systems and knowledge bases, to enhance efficiency and the customer experience.
Continuously refine support workflows, escalation paths, and incident management processes to improve resolution times and customer satisfaction.
Lead the design, development, and maintenance of a comprehensive library of training content (e-learning, instructor-led courses, videos, documentation).
Design and manage global certification programs to validate expertise, create a skilled partner ecosystem, and provide a clear value path for customers.
Manage, mentor, and inspire a distributed team of support engineers, trainers, and frontline partners/subcontractors.
Build an integrated culture where the support and training teams collaborate closely, share insights, and operate as a single, unified enablement function.