IT Service Desk Site Lead

3 days ago

Singapore TikTok Pte. Ltd. Full time

Responsibilities

About The Team Our IT Service team is dedicated to delivering safe, reliable, and efficient technology solutions that empower employees across the business.

We provide a full range of IT services—including network systems, security, hardware, and software—while focusing on user experience, operational efficiency, and innovative IT capabilities. By combining strong service delivery with innovation, we support both internal operations and external product excellence. We are seeking a seasoned and proactive IT Service Site Lead to deliver premier IT support to our employees in a dynamic and growing technology business.

You will be a key technical leader for our on-site services, ensuring operational excellence and mentoring fellow team members. Reporting to the IT-APAC Service Desk Country Leader, you will play a pivotal role in our Service Desk operations with visibility at the regional level. Responsibilities

  • Deliver end-to-end IT support at multiple physical sites, covering daily operations, incident/ticket handling, customer support, escalations, and ad-hoc IT requests.
  • Act as a point of escalation and knowledge resource for local IT teams, ensuring consistent service quality.
  • Manage and coordinate with IT service vendors, maintaining high customer satisfaction levels.
  • Provide support for end-user devices, collaboration tools, AV/conference systems, and corporate applications.
  • Lead or support initiatives in Service Desk operations such as asset management, IT security compliance, and device lifecycle management.
  • Collaborate with IT infrastructure, AV, and network teams to implement and maintain systems across sites.
  • Partner with local and regional Service Desk leads to design and implement Continuous Service Improvement (CSI) initiatives focused on productivity, operational efficiency, and employee experience.
  • Identify, propose, and deploy tools and solutions to improve IT service management processes, with emphasis on automation, user satisfaction, and process efficiency.

Qualifications

Minimum Qualifications

  • A minimum of 5 years of relevant experience in an on-site IT end-user support role, preferably within a multinational company (MNC) supporting a user base of 500+.
  • Proficient in Operating Systems: Windows and macOS.
  • Experienced in Productivity Suites such as Larksuite, Google Workspace, Microsoft Office.
  • Familiar with Infrastructure in terms of foundational knowledge of networking, scripting, automation, and Mobile Device Management (MDM).
  • Demonstrated experience in IT Project Management and IT Service Management (ITSM) frameworks.
  • Excellent problem-solving skills, with the ability to independently troubleshoot and resolve issues with end-user devices,meeting room technology, and AV systems.
  • Inspire and mentor IT Support Engineers, fostering professional growth and teamwork.

Preferred Qualifications

  • Working knowledge of network management, conference technology, and audio-visual systems.
  • Experience troubleshooting various PC (Mac/Win) and mobile (Android/iOS) hardware devices.
  • Proficiency in software troubleshooting (installation, upgrades, network connectivity).
  • Familiarity with ITSM ticketing systems.
  • Experience with mobile device management and support.
  • Knowledge of cloud-based applications and services.
  • Coding experience in any language (Java, PHP, Python, Shell Script, etc.) is highly desirable.

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