IT Technical Service Cluster Leader - IT

Responsibilities

团队介绍:IT部门面向字节跳动员工提供全球IT技术支持。我们既负责企业内部IT基础架构的设计和优化,也肩负着保护企业信息安全,降低企业运营风险的使命;同时,IT团队还会直接面向字节跳动各业务线,承接企业级的网络、系统、终端、资产、服务台、多媒体、办公管理等多业务场景的研发需求,打造符合业界标准的商业化企业解决方案和产品,运用大数据和AI技术,提供更加自动化和智能化的企业技术服务。

Our IT Technical Services team is dedicated to delivering safe, reliable, and efficient technology solutions that empower employees across the business. We provide a full range of IT services-including network systems, security, hardware, software, and AI-enabled workplace technologies-while focusing on user experience, operational efficiency, and innovative IT capabilities. By combining strong service delivery with innovation, we support both internal operations and external product excellence.

Responsibilities
- Lead a team of Technical Service Engineers across different countries, and provide onsite technical support to our employees in offices through various communication channels together with the IT On Call team.
- Be responsible for the overall performance of services in the cluster, and drive continuous service improvement in technology-related matters, aiming to enhance end-user productivity and satisfaction.
- Maintain the growth of the team and the stability of service, identify and develop talents, and build the team's echelon well.
- Manage the service vendors/partners, ensure the transparency and efficiency of services.
- Collaborate with other departments within and outside of the Technical Service team to ensure the timely completion and quality of various projects.
- Be responsible for the cost of various services in the cluster and ensure the compliance of various services.
- Deeply understand the strategies and needs of the business side, and cooperate with ITBP and other departments to ensure the alignment of services and business needs.
- Actively try to innovate tools with AI and processes to reduce the costs and improve the efficiency.
- Coordinate with Technical Service overall development strategy to benchmark industry best practices.

Qualifications

Minimum Qualification(s)
- Proven track record in the IT field with a focus on on-site end-user support environments, with a minimum of 4 years of team lead experience.
- Exceptional verbal and written communication skills, with the ability to communicate clearly and professionally through chat, email, and in-person interactions.
- Proficient in understanding and improving SLA (Service Level Agreement) metrics, with the ability to align service performance with business needs.
- Strong team player with a collaborative mindset, capable of executing projects, leading them when necessary, and coordinating with cross-functional teams to provide effective solutions based on business requirements.
- Experience in enhancing and designing client technology roadmaps, while partnering with other leaders to contribute to the broader IT roadmap.
- Proven track record of successfully handling projects and tasks with accountability, demonstrating effectiveness in resource planning and influencing key stakeholders to achieve goals, with strong stakeholder management skills and the ability to engage, influence, and collaborate effectively with key business stakeholders.
- Demonstrated willingness to continuously learn and develop both technical and soft skills, while effectively delegating responsibilities and empowering team members.

Preferred Qualification(s)
- Expert knowledge of Client Technology, Mobile Device Management, Network, Conference Technology, Audio Visual and project management.
- Working knowledge of IT Security, Cloud-based applications, Knowledge Management System, Enterprise Solutions.
- Experience in AI solution deployment.

Responsibilities

Responsibilities

团队介绍:IT部门面向字节跳动员工提供全球IT技术支持。我们既负责企业内部IT基础架构的设计和优化,也肩负着保护企业信息安全,降低企业运营风险的使命;同时,IT团队还会直接面向字节跳动各业务线,承接企业级的网络、系统、终端、资产、服务台、多媒体、办公管理等多业务场景的研发需求,打造符合业界标准的商业化企业解决方案和产品,运用大数据和AI技术,提供更加自动化和智能化的企业技术服务。

Our IT Technical Services team is dedicated to delivering safe, reliable, and efficient technology solutions that empower employees across the business. We provide a full range of IT services-including network systems, security, hardware, software, and AI-enabled workplace technologies-while focusing on user experience, operational efficiency, and innovative IT capabilities. By combining strong service delivery with innovation, we support both internal operations and external product excellence.

Responsibilities
- Lead a team of Technical Service Engineers across different countries, and provide onsite technical support to our employees in offices through various communication channels together with the IT On Call team.
- Be responsible for the overall performance of services in the cluster, and drive continuous service improvement in technology-related matters, aiming to enhance end-user productivity and satisfaction.
- Maintain the growth of the team and the stability of service, identify and develop talents, and build the team's echelon well.
- Manage the service vendors/partners, ensure the transparency and efficiency of services.
- Collaborate with other departments within and outside of the Technical Service team to ensure the timely completion and quality of various projects.
- Be responsible for the cost of various services in the cluster and ensure the compliance of various services.
- Deeply understand the strategies and needs of the business side, and cooperate with ITBP and other departments to ensure the alignment of services and business needs.
- Actively try to innovate tools with AI and processes to reduce the costs and improve the efficiency.
- Coordinate with Technical Service overall development strategy to benchmark industry best practices.

Qualifications

Qualifications

Minimum Qualification(s)
- Proven track record in the IT field with a focus on on-site end-user support environments, with a minimum of 4 years of team lead experience.
- Exceptional verbal and written communication skills, with the ability to communicate clearly and professionally through chat, email, and in-person interactions.
- Proficient in understanding and improving SLA (Service Level Agreement) metrics, with the ability to align service performance with business needs.
- Strong team player with a collaborative mindset, capable of executing projects, leading them when necessary, and coordinating with cross-functional teams to provide effective solutions based on business requirements.
- Experience in enhancing and designing client technology roadmaps, while partnering with other leaders to contribute to the broader IT roadmap.
- Proven track record of successfully handling projects and tasks with accountability, demonstrating effectiveness in resource planning and influencing key stakeholders to achieve goals, with strong stakeholder management skills and the ability to engage, influence, and collaborate effectively with key business stakeholders.
- Demonstrated willingness to continuously learn and develop both technical and soft skills, while effectively delegating responsibilities and empowering team members.

Preferred Qualification(s)
- Expert knowledge of Client Technology, Mobile Device Management, Network, Conference Technology, Audio Visual and project management.
- Working knowledge of IT Security, Cloud-based applications, Knowledge Management System, Enterprise Solutions.
- Experience in AI solution deployment.