Head of IT Support

Head of IT Support & End-User Computing | Enterprise IT Operations

A leading financial organization in Central Israel is looking for an experienced Head of IT Support & End-User Computing to lead enterprise IT support operations, end-user computing services, and multiple technical teams.

This senior leadership role requires proven experience managing team leaders and managers, overseeing business-critical IT services, and driving large-scale technology initiatives in a complex enterprise environment.

The position combines strategic and operational leadership, service delivery management, endpoint technology, vendor management, and continuous improvement of enterprise IT services.

What You'll Do

• Lead enterprise IT support and end-user computing operations, including direct management of team leaders and technical managers
• Oversee Service Desk operations, critical workstations, and business-critical support services
• Manage the full lifecycle of endpoint devices, including procurement, inventory, deployment, maintenance, and upgrades
• Oversee meeting room technologies, audiovisual systems, and multimedia solutions
• Lead enterprise technology projects, large-scale deployments, and organizational change initiatives
• Manage external vendors, service agreements, and maintenance contracts
• Define, monitor, and improve SLAs, KPIs, and customer satisfaction (CSAT)
• Lead critical incident resolution, operational reporting, and service improvement initiatives
• Promote automation, AI-powered support, and self-service capabilities
• Collaborate with Infrastructure, Networking, Information Security, and business stakeholders

What We're Looking For

• At least 5 years of hands-on experience in End-User Computing, including operating systems, hardware, workstations, and peripheral devices
• At least 3 years of IT management experience, including direct management of at least three team leaders and/or managers
• Proven experience leading enterprise IT support and end-user computing operations in a large, complex organization
• Experience managing large-scale technology projects and implementations
• Strong background in endpoint lifecycle management, procurement, inventory, vendors, and service contracts
• Experience managing service performance through SLAs, KPIs, and continuous improvement initiatives
• Familiarity with ITIL frameworks and IT Service Management (ITSM) platforms
• Experience managing critical incidents and complex operational environments
• Experience in banking or financial organizations and/or familiarity with capital markets systems
• Strong leadership, stakeholder management, and decision-making capabilities

Advantages

• Experience leading IT automation and service innovation initiatives
• Familiarity with AI-powered IT support and self-service solutions
• Relevant bachelor's degree or professional certifications

Central Israel | Full-time