IT Service Desk Team Leader

The role

You will drive the end-to-end operation of a global Service Desk by managing people, service quality, and technical standards. You will lead a distributed group of engineers and transition the service to an AI-native ITSM framework.

What you will do

• Manage the global Service Desk team including hiring, onboarding, and performance.
• Run follow-the-sun coverage across HQ/EMEA, the Americas, and APAC.
• Own Service Desk KPIs such as self-service rate, CSAT, and SLA attainment.
• Operate and improve the ITSM platform.
• Own major incidents and VIP escalations.
• Drive onboarding, offboarding, and asset lifecycle quality.
• Act as the Senior technical escalation lead for macOS, Windows, MDM, IAM, and Google Workspace.
• Own runbooks, troubleshooting methodology, and technical standards.
• Own the Tier-0 roadmap to design out high-volume request categories through automation.
• Govern the knowledge base as a product.

Required qualifications

• 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.
• Ran a service against defined KPIs and improved them measurably.
• Hands-on depth across macOS and Windows.
• Admin-level MDM (Kandji, Intune, Jamf) and IAM (Okta, Entra ID) experience.
• Owned or configured an ITSM platform (JSM, ServiceNow, Freshservice, Zendesk, or an AI-native equivalent).
• Evidence of building an automation, AI-assisted workflow, scripted process, or knowledge base.
• Led incidents or rollouts end-to-end.
• Professional fluency in English.

Nice to have

• Successfully deployed an AI-driven support solution.
• 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

About the company

AppsFlyer is the global leader in marketing measurement and analytics. The company operates from 20 offices worldwide and values innovation, ownership, and continuous learning.