Global Help Desk Team Leader

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. Our unique data and solutions empower over 5,000 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies.

In 2021, we went public on the New York Stock Exchange, and we continue to reach new heights! Come work alongside Similarwebbers across the globe who are bright, curious, practical and good people.

We are seeking a highly motivated and experienced Global Help Desk Team Leader to manage and oversee all internal IT support operations across our global organization. This pivotal role requires someone with strong leadership capabilities, technical expertise, and a passion for driving operational excellence in a fast-paced, cloud-native software environment.

You will lead a distributed team of IT Support Engineers across the US, EMEA, and APAC regions, ensuring the smooth and secure functioning of our internal IT systems and user support services. You will be responsible for critical platforms and processes that enable our employees to work efficiently and securely.

Key Responsibilities

• Lead and mentor a global team of IT Support Engineers across multiple time zones.
• Manage daily operations, workload allocation, ticket prioritization, and team performance.
• Define and enforce SLAs and KPIs for support services. 
• Oversee the administration and optimization of key platforms including: Google Workspace, Okta (SSO and identity lifecycle management), Office 365, Mobile Device Management platforms
• Ensure all endpoints (Mac and Windows) are properly managed, secured, and compliant with policies.
• Supervise the provisioning and deprovisioning of hardware and software for new hires, transfers, and terminations.
• Own and continuously improve onboarding and offboarding workflows, ensuring seamless and secure transitions.
• Partner with Employee Services and Security teams on cross-functional initiatives, including access reviews, compliance audits, and automation.
• Identify opportunities for automation and efficiency gains in IT support operations.
• Drive global standardization of IT tools, processes, and documentation.
• Lead or participate in cross-functional projects related to internal systems, collaboration tools, and infrastructure.

Desired Skills

• 5+ years of experience in IT Operations or Support, with at least 2 years in a leadership or management role.
• Proven experience managing and supporting:
• Managing a cross-platform endpoint environment (Mac and Windows)
• Google Workspace administration
• Okta or similar SSO/identity platforms
• Office 365 suite
• MDM tools (e.g., Jamf, Kandji, Intune, etc.)
• Strong understanding of onboarding/offboarding lifecycle management and device provisioning (Mac & Windows).
• Excellent communication and interpersonal skills, with the ability to lead and collaborate across global teams.
• Experience working in a cloud-first, SaaS-heavy environment.

• Industry certifications (e.g., ITIL, MIcrosoft, Okta Certified Administrator).
• Familiarity with automation tools like Okta Workflows, scripting (Bash/Python/PowerShell), or RPA.
• Experience working in ISO27001/SOC2-compliant environments.