IT On Call Supervisor - EMEA

TikTok

London, United Kingdom

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.

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Position summary

TikTok is a destination for short-form mobile videos. Our mission is to capture and present the world's creativity, knowledge, and moments that matter, directly from the mobile phone. TikTok enables everyone to be a creator and encourages users to share their passion and creative expression through their videos. TikTok is based in Los Angeles, with global offices in London, Tokyo, Seoul, Shanghai, Beijing, Singapore, Jakarta, Mumbai, and Moscow. In early 2018, TikTok was one of the most downloaded apps in the world. TikTok is available worldwide for iOS and Android. Our goal is to support our employees by creating an inspiring environment whilst supporting business rapid growth. We are the IT On Call online support team of ByteDance/TikTok that provides 24 x 7 online services for all ByteDance employees, including laptop, network and system support. Our team focuses on providing excellent solutions and exceptional IT experiences for users. We are seeking an IT On Call Manager to support our users in a growing technology business. The IT On Call Manager will lead a team of IT specialists who provide the 1st line of technical support for employees via instant message, email and ticketing services. Responsibilities: - Lead, build, develop and manage a regional team; enhancing the IT service experience - Facilitate and resolve user issues, escalations and emergencies - Support standard operating procedures [SOP] creation and implementation - Analyse ticket data and improve processes for user satisfaction - Optimise departmental tools according to improve team efficiency Qualifications: - IT On Call management experience for a region/cluster is a plus - People management and team lead/leadership experience - More than 3 years of relevant IT work experience in an onsite or online end user support environment. - Excellent communication skills (oral and written) - Collaborative team player; sees the “big picture” and can operationalise “tactically” - Excellent leadership qualities, inspires and brings out the best of team members - Good project management skills - Familiar with ITIL and at least one ITSM tool, ITIL certification and project management experience is a plus

What are TikTok perks and benefits

Lactation facilities

Fertility

Unconscious bias training

Networking

Succession planning

Diversity recruiting

Diversity performance

Short term disability

Paid paternity

Paid maternity

Paid adoptive

About the company

TikTok

Industry: Technology: Consumer Internet

As the leading destination for short-form mobile video, our platform helps people around the world become a part of a global community. In a world that feels more divided than ever, we are here to inspire creativity and bring joy. We do this by embracing change, thriving in ambiguity, and always looking for solutions.

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.