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 w
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