Help Desk Team Lead

8 hours ago

Tel Aviv, Tel Aviv, Israel Check Point Software Full time ₪101,000 - ₪146,000 per year

We are looking for a passionate and experienced
Help Desk Team Lead
to join our global IT team If you have a strong background in end-user support, leadership skills, and a drive to improve service delivery and efficiency, we'd love to hear from you.

In this position, you will lead a regional Tier 1 support team, drive KPIs, optimize daily operations, and implement service improvements while maintaining a hands-on approach.

Your Impact & Responsibilities

  • 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

Your Knowledge & Skills

  • 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

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