IT Service Desk Site Lead

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
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.
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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