Who You Are Hands‑on, service‑oriented leader with a strong player/coach mindset—comfortable balancing technical execution with daily people leadership and escalation support. Excellent communicator and collaborator who builds trust with engineers, end users, HR, Security, Facilities, and global IT partners. Highly organized and accountable, with strong attention to detail in documentation, process adherence, and follow‑through on operational and project work. Calm, pragmatic problem‑solver who can prioritize effectively, manage competing demands, and maintain a high‑quality user experience under pressure. Growth‑minded mentor who enjoys developing others, identifying skill gaps, and continuously improving team capability and IT operations. What You’ll Actually Be Doing Leadership & Supervision Act as a player/coach, balancing direct technical work with team supervision. Provide daily guidance, task prioritization, and escalation support for two direct‑report engineers. Review ticket quality, documentation, and adherence to ITIL and internal standards. Mentor team members, identify skill gaps, and support ongoing development. Serve as the primary local IT escalation point for the Israel office. End‑User Support & Operations Provide hands‑on Mac and Windows support in a corporate environment (hardware, OS, applications, peripherals). Support onboarding, offboarding, and role changes in partnership with HR and Security. Troubleshoot hardware, software, account access, printing, conferencing, and office technology issues. Ensure consistent, high‑quality user experience across the office. ServiceNow & Documentation Own and enforce proper ticket documentation in ServiceNow (incidents, problems, requests, changes). Ensure timely updates, root cause notes, and resolution details are captured. Contribute to and maintain knowledge articles and operational documentation. Track trends, recurring issues, and improvement opportunities through ticket data. Office IT Ownership Ma
