Global IT Service Desk Lead - AI-Driven & Self-Service

AppsFlyer; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

AppsFlyer is seeking an IT Service Desk Team Leader to run a global, AI-native Service Desk. You will guide engineers across HQ/EMEA, the Americas, and APAC, focusing on self-service and automation to reduce repetitive tasks while maintaining high-quality support.

You will mentor staff, set performance metrics, and manage major incidents and stakeholder communications, ensuring the team delivers scalable service and aligns with IT strategy.

Qualifications

• 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.
• Led incidents or rollouts end-to-end, including communication with executives and non-technical stakeholders
• Clear communicator and coach: professional fluency in English

Responsibilities

• Lead and develop 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 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
• Act as the Senior technical escalation lead for macOS, Windows, MDM systems, IAM, Google Workspace, Slack, AV gear, networking, and LLM administration console management
• Own runbooks, troubleshooting methodology, and technical standards, and ensure adoption
• Partner with Infrastructure, Security, and IT Operations on cross-functional issues
• Stay hands-on: take escalations, ship fixes, and keep technical credibility current
• Build Tier-0 AI-native self-service: knowledge base, automation, and AI workflows

Skills

IT service desk leadership

Global multi-region leadership

KPI management

MacOS/Windows admin

MDM experience

IAM experience

ITSM platforms

Automation & AI workflows

Incident management

English fluency

Education

B.Sc. or Bachelor’s degree in Information Systems or related technical field

Tools

JSM

ServiceNow

Freshservice

Zendesk

Make.com

Zapier

n8n

Google Workspace

Slack

Zoom

OpenAI

Anthropic

Job description

AppsFlyer is seeking an IT Service Desk Team Leader to run a global, AI-native Service Desk. You will guide engineers across HQ/EMEA, the Americas, and APAC, focusing on self-service and automation to reduce repetitive tasks while maintaining high-quality support.

You will mentor staff, set performance metrics, and manage major incidents and stakeholder communications, ensuring the team delivers scalable service and aligns with IT strategy.