דרושים » סיסטם, תשתיות ותקשורת » Help Desk Team Leader

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. Our unique data and solutions empower over 5,000 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies.


In 2021, we went public on the New York Stock Exchange, and we continue to reach new heights! Come work alongside Similarwebbers across the globe who are bright, curious, practical and good people.

We are seeking a highly motivated and experienced IT Operations Team Leader to manage and oversee all internal IT support operations across our global organization. This pivotal role requires someone with strong leadership capabilities, technical expertise, and a passion for driving operational excellence in a fast-paced, cloud-native software environment.

You will lead a distributed team of IT Support Engineers across the US, EMEA, and APAC regions, ensuring the smooth and secure functioning of our internal IT systems and user support services. You will be responsible for critical platforms and processes that enable our employees to work efficiently and securely.


Key Responsibilities

Lead and mentor a global team of IT Support Engineers across multiple time zones.
Manage daily operations, workload allocation, ticket prioritization, and team performance.
Define and enforce SLAs and KPIs for support services.
Oversee the administration and optimization of key platforms including: Google Workspace, Okta (SSO and identity lifecycle management), Office 365, Mobile Device Management platforms
Ensure all endpoints (Mac and Windows) are properly managed, secured, and compliant with policies.
Supervise the provisioning and deprovisioning of hardware and software for new hires, transfers, and terminations.
Own and continuously improve onboarding and offboarding workflows, ensuring seamless and secure transitions.
Partner with Employee Services and Security teams on cross-functional initiatives, including access reviews, compliance audits, and automation.
Identify opportunities for automation and efficiency gains in IT support operations.
Drive global standardization of IT tools, processes, and documentation.
Lead or participate in cross-functional projects related to internal systems, collaboration tools, and infrastructure.

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at Check Point.

If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.

Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.

We are looking for a new Tier 3 Team Leader talent to join our team!

Key Responsibilities
Lead and manage a team of senior Tier 3 Support Engineers across EMEA/APAC.
Act as a technical mentor, guiding the team through deep investigations involving network protocols, VPNs, cloud integrations, and Linux systems.
Own escalations from high-value enterprise customers, driving resolution and ensuring customer satisfaction.
Collaborate cross-functionally with Product, R&D, Sales, and Customer Success to remove blockers and improve the customer experience.
Drive internal projects, process improvements, and training programs to scale the teams capabilities.
Support global initiatives and align with counterparts in the US to ensure consistent follow-the-sun support coverage.
Represent the customers voice internally, identifying trends, recurring issues, and areas for improvement.
Maintain a hands-on technical presence - this is a player-coach role.

We are looking for an experienced and dedicated IT Field Services Team Lead who will join our group. In that job, you will manage a team of 3-4 Field Technicians while ensuring smooth operations of IT services across the company. The role includes overseeing IT inventory management, supporting meeting room technology, managing requests from senior leadership (VPs, C-Level), and coordinating technical support for events. The Team Lead will ensure the team delivers high-quality IT support, adheres to service levels, and meets the needs of the business efficiently.

Key Responsibilities
Team Management: Lead, mentor, and manage a small team of 3-4 Field Technicians. Provide day-to-day direction, set priorities, and ensure that team members are effectively addressing technical issues and requests.
IT Inventory Management: Oversee the companys IT equipment inventory, including computers, peripherals, networking devices, and other technology assets. Ensure that inventory levels are sufficient and equipment is properly tracked, maintained, and replaced as needed. Coordinate the ordering and distribution of new equipment, ensuring timely and accurate deployment.
Meeting Room & Executive Support: Manage the setup and maintenance of meeting room technology, including AV systems, video conferencing equipment, and wireless network configurations. Provide direct support for high-priority requests from executive leadership (VPs, C-level executives), ensuring their IT needs are met quickly and efficiently, especially for meetings and presentations.
Event Support: Coordinate technical support for company events, meetings, and conferences, including setting up AV equipment, video conferencing systems, and network connectivity. Ensure smooth operation of technology during events and provide real-time troubleshooting if needed.
Vendor Management: Liaise with vendors and service providers for hardware procurement, service agreements, and troubleshooting.
Training & Development: Provide ongoing training and professional development for the Field Services team, keeping them up-to-date on the latest technologies and IT practices. Encourage knowledge-sharing among team members to promote continuous learning and growth.

As an IT Support Engineer, youll play a pivotal role in ensuring smooth technical operations and efficient support for Wix employees across the globe. Youll work in a dynamic, multi-OS environment, managing IT systems, providing excellent support, and contributing to innovative IT projects. In your day-to-day, you will:

Ensure employees are provided efficient and timely desktop and local infrastructure support across the organization

Provide professional and efficient IT support to Wix employees across different locations and time zones remotely

Manage, monitor, and respond to requests received through the IT Helpdesk in line with our agreed SLAs

Manage the companys IT environment, including infrastructure, computers, end-users, and permission management

Take part in projects that include testing and implementing new technologies, improving processes for smart/automated ones, and enhancing service with smart AI tools

Manage onboarding and offboarding processes for on-site and remote workers