IT Service Desk Team Leader
Core
Lead a global distributed IT Service Desk team, driving the transition to an AI-native ITSM framework and managing end-to-end service operations.
Role type
Senior IT Service Desk Team Leader (Manager/Player-Coach)
Builds
Global IT service operations, AI-native support workflows, and Tier-0 self-service solutions
Domain
IT Service Management (ITSM), Cloud Infrastructure, AI/LLM integration
Required skills
Team leadership and coaching, Distributed team management, ITSM platform ownership, macOS/Windows administration, MDM (Kandji, Intune), IAM (Okta, Entra ID), Incident management, Automation engineering, Knowledge base governance, AI workflow integration, Stakeholder communication
Preferred skills
AI-driven support solution deployment, Tier-0/self-service initiative leadership, Cloud-native/SaaS environment experience, Workflow automation (Make.com, Zapier, n8n), Scripting (Python, Bash, PowerShell), ITIL best practices
Technologies
ServiceNow, JSM, Freshservice, Zendesk, Kandji, Intune, Jamf, Okta, Entra ID, Google Workspace, Slack, Zoom, Make.com, Python, Bash, PowerShell
Responsibilities
Manage global Service Desk team (hiring, performance, career development), Run follow-the-sun coverage across regions, Own Service Desk KPIs (CSAT, SLA, self-service rate), Operate and improve ITSM platform, Handle major incidents and VIP escalations, Drive Tier-0 roadmap and AI-assisted support workflows, Maintain technical escalation expertise
Seniority
Senior, hands-on IC with management responsibilities
