As the IT Service Desk Team Leader at AppsFlyer, you will drive the end-to-end operation of our global Service Desk, managing our people, service quality, technical standards, and AI-driven support capabilities. Reporting directly to the Head of Global IT, you will guide a distributed group of Service Desk engineers spanning HQ/EMEA, the Americas, and APAC.

You will serve as the operational catalyst for our transition from traditional ticket queues to an AI-native ITSM framework. This modern model prioritizes higher self-service resolution, leverages a tightly governed knowledge base as a single source of truth for AI and employees alike, and integrates automated processes directly into daily workflows.

Operating as a true player-coach, you will mentor the team and evaluate service performance using clear metrics, while maintaining the technical expertise needed to handle complex escalations and help architect Tier-0 self-service solutions. Rather than simply managing incoming tickets, your success will be defined by eliminating repetitive tasks and sharpening the team's capabilities for high-value technical support.

What You'll Do

Lead and Develop the Team

•     Manage the global Service Desk team: hiring, onboarding, goal-setting, performance, coaching, and career development