Responsibilities
Team Introduction Our 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 IT service users' experience, operation efficiency enhancement, and builds IT output capabilities for internal and external products through innovative technologies. We are seeking a dynamic and experienced IT Service Management (ITSM) Manager to lead and evolve our IT Service Management framework with the capability to oversee operations of the IT Service Desk team. This role is pivotal in ensuring consistent, high-quality end-user support and driving continuous improvement through ITIL-aligned processes, automation, and user-centric service strategies. Experience in managing outsourced service providers, and building strong vendor partnerships to deliver efficient and scalable IT services. Responsibilities - Own and drive the maturity of ITSM processes including Incident, Request, Problem, Change, Knowledge, and Asset Management - Manage and enhance the ITSM platform to support workflow efficiency, reporting, and automation - Monitor and improve service metrics (SLA, CSAT, MTTR) to ensure high-quality service delivery - Lead service improvement initiatives and root cause analysis for recurring issues - Establish governance and compliance with IT policies, processes, and knowledge documentation - Champion ITIL best practices and conduct regular training sessions for internal teams - Ensure timely resolution of incidents and requests across all ticketing support channels - Develop and maintain a knowledge base and self-service portal to enhance resolution time - Work closely with internal IT teams and business units to understand and address support needs - Analyze ticket trends and lead initiatives to reduce ticket volume through self-service, automation, and problem management - Manage third-party service providers and outsourced support teams, ensuring performance against contracts and SLAs - Lead vendor selection, contract negotiation, onboarding, and relationship management - Monitor and evaluate vendor performance through scorecards, review meetings, and continuous improvement initiatives
Qualifications
Minimum Qualifications - Bachelor’s degree in Information Technology, Computer Science, or a related field - At least 2+ years of experience in IT Service Management and/or IT Service Desk leadership - Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice) - Proven ability to lead support teams and manage high-volume, fast-paced service environments - Strong analytical, communication, and stakeholder engagement skills - Experience with service improvement planning and execution - Proven experience managing outsourced IT services and vendor relationships Preferred Qualifications - Strong knowledge of ITIL framework (ITIL v4 certification required) - Familiarity with automation or AI technologies in IT support (e.g., virtual agents, ticket categorization, RPA) - Experience supporting both remote and hybrid work environments - Understanding of IT asset management (ITAM) practices - Project management skills or certification (e.g., PMP, Agile) is a plus
Job Information
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.
