IT Service Desk Team Leader

About the role

AppsFlyer is looking for an IT Service Desk Team Leader to own the global Service Desk operation, drive AI‑native support transformation and mentor a distributed team across HQ/EMEA, the Americas and APAC.

Key responsibilities

• Manage hiring, onboarding, performance, coaching and career development for a global Service Desk team.
• Run follow‑the‑sun coverage, shift planning and on‑call handoffs across regions.
• Own Service Desk KPIs (self‑service rate, CSAT, SLA, time‑to‑fulfillment, automation hours saved) and report service health to IT leadership.
• Lead major incidents and VIP escalations, coordinating with Infrastructure, Security and business stakeholders.
• Define and enforce technical standards, runbooks and troubleshooting methodology for macOS, Windows, MDM, IAM and collaboration tools.
• Develop the Tier‑0 roadmap, govern the knowledge base and build automations that eliminate low‑value ticket categories.

Required profile

• 5+ years in IT Service Desk/Support at 500+ employee companies, with at least 2 years leading a Service Desk team.
• Experience managing a distributed or multi‑region team and delivering measurable KPI improvements.
• Hands‑on expertise with macOS, Windows, MDM solutions (Kandji, Intune, Jamf) and IAM platforms (Okta, Entra ID).
• Proven track record building automation or AI‑assisted workflows and a strong command of English communication.

Required skills

• macOS, Windows
• Kandji, Intune, Jamf (MDM)
• Okta, Entra ID (IAM)
• ITSM platforms: JSM, ServiceNow, Freshservice, Zendesk
• Automation tools: Make.com, Zapier, n8n
• Scripting: Python, Bash, PowerShell, AppleScript
• Google Workspace, Slack, Zoom, OpenAI, Anthropic