We are looking for a passionate and experienced Help Desk Team Lead to join our global IT team! If you have a strong background in end-user support, leadership skills, and a drive to improve service delivery and efficiency, wed love to hear from you.
In this position, you will lead a regional Tier 1 support team, drive KPIs, optimize daily operations, and implement service improvements while maintaining a hands-on approach.
Key Responsibilities
Manage 610 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions
Be onsite at least 4 days a week
Own the Help Desk KPIs (e.g., resolution time, response time, reopen rates)
Ensure high-quality support via phone, portal, chat, and walk-in
Monitor ticketing queues and drive performance against SLA
Work closely with HR, IT Ops, and Security on user lifecycle processes
Oversee knowledge base creation, documentation, and training
Support both Windows and Mac OS environments
Drive onboarding and offboarding operational excellence
Conduct regular 1:1s, feedback sessions, and cross-training within the team
Participate in planning and implementing automation and AI solutions for Tier 1
Provide hands-on support when needed, especially in peak or crisis situations
Requirements: 25 years of experience managing Help Desk or Tier 1 IT support teams
Strong understanding of ITSM tools (Jira Service Desk or similar)
Excellent knowledge of user support workflows and service desk operations
Hands-on experience with Microsoft 365, Active Directory, and SSO platforms
Familiarity with Mac OS and Kandji advantage
Knowledge or experience with AI-driven support tools or chatbots advantage
Excellent interpersonal, verbal, and written communication skills (Hebrew & English)
Experience working in a global or multi-site environment advantage
Strong organizational and time management skills
Customer-first mindset with a proactive, can-do attitude
Bachelors degree in a relevant field or equivalent practical experience advantage
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