IT Service Desk Team Leader (AI)

Location: Herzliya, Israel

Company

Global marketing measurement and analytics company operating across 20 offices worldwide.

What you will do

• Lead a global Service Desk team across HQ/EMEA, the Americas, and APAC, including hiring, coaching, performance management, shift planning, on-call coverage, and career development.
• Own Service Desk KPIs including self-service rate, CSAT, time-to-fulfillment, SLA attainment, knowledge quality, and automation impact.
• Operate and improve the ITSM platform, including queues, workflows, request catalogs, automation rules, and reporting.
• Lead major incidents, VIP escalations, onboarding, offboarding, and asset lifecycle processes in partnership with Infrastructure, Security, People, and Facilities.
• Set technical standards and provide senior escalations across macOS, Windows, MDM, IAM, Google Workspace, Slack, conferencing systems, networking, and LLM administration consoles.
• Build the AI-native Tier-0 Service Desk through self-service, knowledge management, scripted automation, and AI-assisted support workflows.

Requirements

• 5+ years of IT Service Desk or Support experience in companies with 500+ employees, including 2+ years leading a Service Desk team.
• Experience leading distributed or multi-region teams and supporting global users across time zones.
• Demonstrated ownership of service KPIs and measurable improvements in CSAT, SLA, fulfillment time, or self-service rate.
• Hands-on expertise with macOS and Windows, including administrator-level MDM such as Kandji, Intune, or Jamf, and IAM platforms such as Okta or Entra ID.
• Experience owning or configuring an ITSM platform such as JSM, ServiceNow, Freshservice, Zendesk, or an AI-native equivalent.
• Evidence of building automation, AI-assisted workflows, scripted processes, or self-service knowledge bases; professional fluency in English is required.

Nice to have

• Experience deploying AI-driven support solutions, virtual agents, intelligent routing, or automated triage.
• Experience with Tier-0 initiatives, self-service programs, or ITSM platform migrations.
• Cloud-native or SaaS environment experience and proficiency with Make.com, Zapier, n8n, Python, Bash, PowerShell, or AppleScript.
• Administrative experience with Google Workspace, Slack, Zoom, OpenAI, or Anthropic.
• ITIL knowledge and a B.Sc. or Bachelor’s degree in Information Systems or a related technical field.

Culture & Benefits

• AI-native support environment focused on automation, intelligence, innovation, ownership, and continuous learning.
• Global and multicultural workplace spanning 20 offices worldwide.
• Ideas for improving IT are encouraged and acted upon.
• Commitment to equal opportunity, diversity, and inclusive recruitment.