Emea Service Desk Team Lead

About the Role 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 5–6 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions during the day, including remote management in Singapore. Manage 3–4 Tier 1 Help Desk agents that support AMR region. Be onsite at least 4 days a week. Own the Help Desk KPIs (e.G., resolution time, response time, reopen rates). Participate in planning and implementing automation and AI solutions for Tier 1. 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. Provide hands-on support when needed, especially in peak or crisis situations. Your Knowledge & Skills 10+ years experience with 4–5 years of experience managing Help Desk or Tier 1 IT support teams in a corporate company. 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 in 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.