About the role
Role Overview
As an IT Service Team Lead, you will act as the operational engine of our front-line IT support function. While you will ensure our day-to-day helpdesk runs seamlessly, your primary focus will be partnering with engineering and infrastructure teams to transform manual processes into automated workflows and robust self-service resources. You’ll lead a hands-on support team, manage daily service levels, and directly contribute to scaling our IT platform.
Core Responsibilities
Service Operations & Delivery (35%)
- Manage daily IT service quality, ensuring adherence to SLAs, optimal first-contact resolution, and an exceptional employee experience across onboarding, hardware provisioning, and access requests.
- Serve as the primary escalation point for complex technical issues, troubleshooting root causes and feeding insights directly into team runbooks.
- Track and report on core service metrics, including ticket volume, resolution times, and hardware inventory levels.
- Guarantee first-week operational readiness for all new hires, ensuring zero missing permissions and properly provisioned devices.
Workflow Automation & Process Improvement (35%)
- Identify manual, repetitive support tasks and collaborate with senior engineering teams to automate provisioning and service requests.
- Map and document existing service workflows—such as software licensing, account lifecycles, and device deployment—to eliminate operational bottlenecks.
- Build and maintain workflow rules, automated triggers, and self-service request catalogs using modern IT administration tools.
- Monitor automation adoption rates and optimize workflows to drive down manual ticket handling.
Knowledge Management & Documentation (30%)
- Own the creation, maintenance, and organization of the IT knowledge base for both internal team runbooks and employee-facing self-service guides.
- Enforce a continuous documentation culture where every resolved edge-case incident or system change updates existing standard operating procedures (SOPs).
- Measure knowledge-base utilization and deflection rates to continually improve self-service containment.
- Partner cross-functionally to align documentation with shifting company policies, software stacks, and regional access needs.
Qualifications
- Experience: 3 to 5 years of total experience in IT service management, helpdesk operations, or IT support, with at least 1 year in a functional lead, senior technician, or supervisory capacity.
- Technical Stack: Hands-on administration experience with Identity Providers (Active Directory, Entra ID, Okta), MDM solutions (Intune, Jamf), and collaboration suites (Google Workspace, Microsoft 365).
- ITSM & Tools: Proficiency with modern ITSM platforms (Jira Service Management, ServiceNow, Freshservice) and familiarity with basic workflow automation tools (Zapier, Make, or simple scripting).
- Analytical Skills: Comfortable pulling service metrics, monitoring ticket trends, and building basic operational dashboards.
- Communication: Exceptional written and verbal communication skills in English, with a strong portfolio of technical documentation or user guides; proficiency in Mandarin is a strong plus.
- Mindset: A systems thinker who prefers fixing root causes over applying temporary bandaids, with a passion for mentoring junior staff and driving operational efficiency.
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