Head of Service Desk

Responsibilities
About the Company
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the Team
The IT team is committed to using technology to provide employees with safe and reliable IT Services, including network system services, security services and computer software and Hardware services. At the same time, it pays attention to product system construction and R&D capacity enhancement, and builds IT output capabilities for internal and external products through innovative technologies. We are seeking a head of Service Desk APAC to provide best of class IT Services to End Users and business.

**Responsibilities**:
1. Lead the APAC region Service Desk team and be responsible for the overall performance of IT services in the region;
2. Maintain the development of the team and the stability of service, identify and develop talents;
3. Develop team strategies and benchmark industry best practices;
4. Ensure the transparency and efficiency of teams and services;
5. Collaborate with other departments within and outside IT to ensure the timely completion and quality of various projects;
6. Manage the budgets and be responsible for the cost management of various services in the region and ensure compliance;
7. Deeply understand the needs of the business, and cooperate with ITBP and other departments to meet the business needs;
8. Contribute to innovations to optimize the user experience and operation efficiency.

**Qualifications**:
**Experience Level**:
Proven track record in IT field with a focus on on-site end user support environment.
Minimum 5 years of team lead experience working across countries of APAC in a similar environment.
Experienced in participating in strategic-level IT discussions.

**Mandatory**:

- Proficient in understanding and improving SLA (Service Level Agreement) statistics.
- Strong team player with a collaborative mindset, capable of executing projects and leading them when necessary.
- Skilled in understanding business requirements and providing solutions in coordination with cross-functional teams.
- Experience in enhancing, designing client technology roadmap along with other leaders contributing to the wider IT roadmap.
- Demonstrated willingness to continuously learn and develop technical and soft skills.

**Leadership Qualities**:

- Experienced in implementation of technology solutions from end to end.
- Previous experience managing a team of at least 3 members.
- Proven track record of successfully handling projects/tasks with accountability.
- Shows effectiveness in resource planning and influencing key stakeholders to achieve goals.
- Demonstrate effective delegation and empowerment of team members.
- Skilled at maximizing available resources to achieve goals.

**Desired Skills**:

- Expert knowledge of Client Technology
- Expert knowledge of Mobile Device Management.
- Expert knowledge of Conference Technology, Audio Visual.
- Advanced knowledge of IT Security.
- Advanced knowledge of Network.
- Advanced knowledge of Knowledge Management System.
- Working knowledge of Enterprise Solutions.
- Project Management Experience.

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.