At a glance
- Location
- Herzliya
About the role
- As the IT Service Desk Team Leader at AppsFlyer, 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.
- You will serve as the operational catalyst for our transition from traditional ticket queues to an AI-native ITSM framework, prioritizing higher self-service resolution and automated processes.
- Operating as a true player-coach, you will mentor the team, evaluate service performance, and maintain the technical expertise needed to handle complex escalations and help architect Tier-0 self-service solutions.
Responsibilities
- 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 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
Requirements
- 5+ years in IT Service Desk/Support at 500+ employee companies, including 2+ years leading a Service Desk team
- Led a distributed or multi-region team, or supported a global user base across time zones
- Ran a service against defined KPIs (CSAT, SLA, time-to-fulfillment, self-service rate) and improved them measurably
- Hands-on depth across macOS and Windows, with admin-level MDM (Kandji, Intune, Jamf) and IAM (Okta, Entra ID) experience, including lifecycle workflows
- Owned or configured an ITSM platform (JSM, ServiceNow, Freshservice, Zendesk, or an AI-native equivalent)
- Evidence of building, not just using: an automation, AI-assisted workflow, scripted process, or knowledge base engineered for self-service or AI. Daily AI fluency is a baseline.
- Led incidents or rollouts end-to-end, including communication with executives and non-technical stakeholders
- Clear communicator and coach: professional fluency in English
Preferred qualifications
- Successfully deployed an AI-driven support solution (e.g., virtual agents, intelligent routing, automated triage)
- Proven track record driving Tier-0/self-service initiatives or navigating complex ITSM platform migrations
- Background operating within cloud-native or SaaS-focused technology environments
- Proficiency with workflow automation platforms (Make.com, Zapier, n8n) and scripting environments (Python, Bash, PowerShell, AppleScript)
- Administrative experience with core enterprise systems, including Google Workspace, Slack, Zoom, OpenAI, and Anthropic
- Strong grounding in ITIL or comparable IT service management best practices
- B.Sc. or Bachelor’s degree in Information Systems or related technical field
- Referral from a current AppsFlyer team member
Skills
- macOS
- Windows
- Kandji
- Intune
- Jamf
- Okta
- Entra ID
- Google Workspace
- Slack
- Zoom Rooms
- Make.com
- Python
Show all 15 skills
- Bash
- PowerShell
- AppleScript
