Help Desk Team Lead

• Manage 6-10 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

• 2-5 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
• Bachelor's degree in a relevant field or equivalent practical experience - advantage

Mploy