We are Gilat. Anywhere on the planet and in space, we bring Boundless Communications.
At Gilat Satellite Networks, (NASDAQ: GILT, TASE: GILT) we’re not just shaping the future of satellite communications—we’re transforming how the world connects. From bridging the digital divide to powering in-flight connectivity and delivering combat-proven advanced SATCOM solutions, we're driving deep-tech satellite innovation. We believe in the right of all people to be connected and are united in our resolution to provide communication solutions to all reaches of the world.
We are seeking a highly motivated and service-oriented Help Desk Team Leader to lead the IT support function and drive service excellence across the organization.
This role combines team leadership, operational ownership, and continuous improvement of support processes and user experience.
What you'll do
Lead the Help Desk team, including daily operations, workload prioritization, and performance management
Monitor and improve SLA/KPI performance, response times, and service quality
Analyze support metrics and present insights to management
Manage escalations and handle complex technical incidents
Drive process standardization, automation, and service improvements
Build and maintain workflows, procedures, and support methodologies
Collaborate with IT teams and business stakeholders
Lead cross-functional projects related to IT support and service delivery
Requirements
3+ years of experience managing a Help Desk / IT Support team
Experience working with ticketing systems and SLA management
Experience tracking, analyzing, and presenting service metrics
Experience managing escalations and complex support cases
Experience working with cross-functional teams and senior stakeholders