IT Support Team Lead

Responsibilities
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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About The Team
The IT Support 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 an IT Support Team Lead to provide best of class IT Services to End Users. The role will report to the IT Service Country Leader and roll up to the Regional Service Desk Manager.

**Responsibilities**:

- Interface daily with other technical teams, and work on assignments and delivering services to end-users.
- Work closely with all users and management for issue resolutions, monitoring of our corporate IT infrastructure and driving service improvement to assist in its growth
- Develop tools, implements improvements and solutions to increase the operational efficiency of the IT Service management process with focus on excellent user journeys or experiences.
- Lead initiatives/projects to drive technology improvement and user satisfaction as required.
- Capture manual processes that run in the environment and propose standardization and automation.

**Qualifications**:

- Minimum of 4 to 6 years of relevant technical IT work experience and 2 to 3 years of IT Service team lead experience in an on-site end user support environment.
- Bachelor’s Degree or equivalent practical experience
- Strong understanding of at least three of the following skillsets required within IT Operations: Windows, Mac, Networking, Scripting, Automation and Application troubleshooting.
- Good problem solving skills, troubleshooting logic and ability to guide the team to resolve complex issues or scenarios.
- Able to present his/her idea to other counterparts throughout the regions in a clear and concise way.
- Team player with collaborative mindset, able to consider the “big picture” during decision making process.
- Working knowledge of Conference Technology, Audio Visual.
- Working knowledge with 1 or more ITSM ticketing system.
- Working knowledge of one or more programming languages: C, C++, Java, Python, Go, Perl, Ruby or Power Shell.
- IT Service Management Experience and IT Project Management Experience
- Experienced leader, having previously led a high-performing IT Tech Team.
- Inspire and bring out the best in team members.
- Accountability of projects/tasks being assigned.
- Delegate and empower team members.
- Effectiveness of utilizing available resources to achieve goals.
- Empathy and customer obsessed.
- Assisting in recruiting, training, and supporting IT Support Engineers.

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.