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

　　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.

　　The US Service Desk Team provides local IT support and services for TikTok users based in our office locations and remotely throughout the region. In office support includes resolving hardware/software related issues, support for conference/meeting rooms and fulfills any other IT support related needs of TikTok users.

　　We are seeking an IT Support Lead to help us grow our IT environment. IT Support is the first contact for the end user. This team focuses on resolving incidents and finding underlying problems and developing long-term solutions.

　　Typical responsibilities will include:

　　- Leading the 1st - 2nd line IT support specialist to provide top-notch support for our local offices as well as our worldwide remote office workers.

　　- Site owner for regional offices (site operation, move, and changes)

　　- Manages the team to perform tasks and deliver projects in a fast-paced environment, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution

　　- Ensure team members follow all processes and policies; monitor and evaluate service performance

　　- Develop tools and solutions to increase the operational efficiency of the IT Service management process with a focus on excellent user experience.

　　- Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, and plan and execute the services.

　　- Identify and implement opportunities for service improvement, cost optimization, and increased efficiency.

　　Qualifications

　　Required skills:

　　- A minimum of 6 years working in the IT support field.

　　- College Degree in Computer Science, Systems Science, and Computer Engineering or 6 + years of relevant discipline.

　　- Management experience or experience leading a small team.

　　- Excellent customer service, organizational, prioritization, multitasking, communication, and leadership skills.

　　- Great understanding of Windows and Mac environments, networking and collaboration tools (Chat, Video Conferencing rooms/systems and A/V devices).

　　- 2 years of experience with asset auditing.

　　- 2 years of End-to-end project management experience

　　- 1 year of experience with IDF and MDF or NOC experience

　　- Systematic problem-solving approach with the ability to adjust quickly to changing priorities and progress in high ambiguity and uncertain areas.

　　- Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors. Ability to receive instructions and execute. A can do attitude and strong work ethic.

　　- Ability to lift 50lbs and be on site 5 days a week. This is an onsite role and not a remote/hybrid position.

　　- Championing the use of self-service IT resources, such as self-service support tools and knowledge base.

　　- Manage event support, set up AV and live stream equipment.

　　- Manage and update technical document standards, best practices, and policies.

　　- Deliver projects related to corporate computing and software such as A/V, monitoring, and productivity suite.

　　- Occasional weekend work and travel may be required.

　　Additional desired skills:

　　- Hardware/software/network training and/or certification in systems (such as ITIL, Comptia A+/Network+, MCSA, Apple certification, etc...).

　　- Scripting/Automation capability (Shell, Python, Perl PHP, C+++, Java etc).

　　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.

　　TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected].

　　Job Information

　　[For Pay Transparency] Compensation Description (annually)

　　The base salary range for this position in the selected city is $109600 - $181333 annually.

　　Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

　　Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

　　We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

　　Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

　　We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.