IT Service Desk Team Leader

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. 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 What You Have Required: - 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 Nice to Have: - 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 Why AppsFlyer AppsFlyer is the global leader in marketing measurement and analytics. Our IT team operates at the forefront of technology, building an AI-native support environment where automation and intelligence are embedded into everything we do. You’ll join a team that values innovation, ownership, and continuous learning — and where your ideas for making IT better will be heard and acted on. As a global company operating from 20 offices worldwide, we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race, gender, culture, or sexual orientation. We value and encourage curiosity, diversity, and innovation from all our employees, customers, and partners. “As a Customer Obsessed company, we must first be Employee Obsessed. We need to make sure that we provide the team with the tools and resources they need to go All-In.” Oren Kaniel, CEO