IT Service Desk Team Leader at AppsFlyer | AdTechTalent
OtherRecentlyOn-site
AppsFlyer
IT Service Desk Team Leader
IT Service DeskService Desk LeadershipITSMAI-nativeAutomationmacOSWindowsMDMIAMOktaKandjiIntuneJamfGoogle WorkspaceSlackZoomOpenAIAnthropicMake.comPythonPowerShellBashAppleScriptITILTier-0Self-serviceIncident ManagementGlobal TeamFollow-the-sun
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Senior
Years experience
5-10
Location
Herzliya, Israel
Full job description
Lead the global IT Service Desk team at AppsFlyer, managing people, service quality, technical standards, and AI-driven support. Oversee follow-the-sun coverage across HQ/EMEA, Americas, and APAC. Own Service Desk KPIs, ITSM platform operations, major incidents, and asset lifecycle quality. Act as senior technical escalation lead for macOS, Windows, MDM, IAM, Google Workspace, Slack, AV equipment, networking, and LLM administration. Build and govern AI-native Tier-0 self-service solutions, knowledge base, and automations. Requirements include 5+ years in IT Service Desk at large companies, 2+ years leading teams, hands-on experience with macOS, Windows, MDM, IAM, ITSM platforms, AI fluency, and incident leadership. Preferred skills include AI-driven support deployment, workflow automation, scripting, ITIL knowledge, and relevant degree.
What you'll do
Manage global Service Desk team: hiring, onboarding, goal-setting, performance, coaching, career development
Run follow-the-sun coverage across HQ/EMEA, Americas, APAC including shift planning, on-call, handoffs
Similar jobs
More roles worth a look
Related opportunities based on specialty and working model so candidates can keep momentum.
Own major incidents and VIP escalations end-to-end including stakeholder communication and coordination with Infrastructure and Security
Drive onboarding, offboarding, asset lifecycle quality in partnership with People, Security, Facilities
Report service health and transformation progress to IT leadership with data
Act as senior technical escalation lead for macOS, Windows, MDM systems, IAM, Google Workspace, Slack, AV conference equipment, networking, LLM administration
Own runbooks, troubleshooting methodology, technical standards and ensure team adoption
Partner with Infrastructure, Security, IT Operations on cross-functional issues, access governance, endpoint compliance
Stay hands-on: take escalations, ship fixes, maintain technical credibility
Own Tier-0 roadmap: identify high-volume, low-value requests and design them out via self-service, knowledge, automation
Govern knowledge base as a product with ownership, quality standards, review cycles, AI and human fit
Build and oversee automations removing entire ticket classes using Make.com, scripting, ITSM-native automation with measured impact
Develop, evaluate, improve AI-assisted support workflows; define validation and failure mode handling
Make team AI-native by default with AI fluency as baseline and shared responsibility
Requirements
5+ years in IT Service Desk/Support at 500+ employee companies
2+ years leading a Service Desk team
Led a distributed or multi-region team or supported a global user base across time zones
Experience running a service against KPIs (CSAT, SLA, time-to-fulfillment, self-service rate) and improving them
Hands-on depth with macOS and Windows
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 AI-native equivalent)
Built automation, AI-assisted workflows, scripted processes, or knowledge bases engineered for self-service or AI
Daily AI fluency
Led incidents or rollouts end-to-end including communication with executives and non-technical stakeholders
Professional fluency in English
Nice to have: deployed AI-driven support solutions (virtual agents, intelligent routing, automated triage)
Nice to have: experience driving Tier-0/self-service initiatives or complex ITSM platform migrations
Nice to have: background in cloud-native or SaaS-focused environments
Nice to have: proficiency with workflow automation platforms (Make.com, Zapier, n8n) and scripting (Python, Bash, PowerShell, AppleScript)
Nice to have: administrative experience with Google Workspace, Slack, Zoom, OpenAI, Anthropic
Nice to have: strong grounding in ITIL or comparable IT service management best practices
Nice to have: B.Sc. or Bachelor’s degree in Information Systems or related technical field
Nice to have: referral from a current AppsFlyer team member
