IT Service Desk Team Leader

Posted: 2026-10-07

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.

Lead and Develop the Team

- Manage 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 Service Operations and Outcomes

- 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