IT-APAC Technical Services Site Lead
IT
Bangkok, Thailand
Responsibilities
Team Introduction 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. We are seeking a proactive IT APAC Technical Services Site Lead to ensure premier IT support to our employees in a dynamic and growing technology business. You will be a key technical leader for our on-site services, ensuring operational excellence, driving service innovation, and mentoring fellow team members. Reporting to the IT APAC Technical Services Cluster Leader, you will play a pivotal role in our Technical Services operations with visibility at the regional level. Responsibilities - Ensure the delivery of work by the team on end-to-end IT support across multiple physical sites with the country, daily operations, incident and ticket handling, customer support, escalations, and ad-hoc IT requests. - Act as a point of escalation and knowledge resource for local IT teams, ensuring consistent service quality and operational excellence. - Act as the primary IT representative and trusted advisor for business stakeholders at supported sites, building strong relationships with business leaders and functional teams. - Own the relationship with local and regional IT vendors, service providers, and technology partners to ensure delivery against agreed Service Level Agreements (SLAs), operational KPIs, and business expectations. - As the focal point of escalation for end-user devices, collaboration tools, meeting room technologies, AV and conference systems, and corporate applications. - Lead or support Technical Services initiatives including asset management, IT security compliance, endpoint management, and device lifecycle management. - Collaborate with IT infrastructure, AV, security, and network teams to implement and maintain systems across APAC sites. - Partner with local and regional Technical Services leaders to design and implement Continuous Service Improvement (CSI) initiatives focused on productivity, operational efficiency, and employee experience. - Identify, propose, and deploy tools and solutions to improve IT service management processes with emphasis on automation, user satisfaction, and process efficiency. - Identify repetitive manual processes and develop automation solutions to improve service quality, reduce resolution times, and increase operational scalability.
Qualifications
Minimum Qualifications - 3+ years of experience in on-site IT end-user support, ideally in a multinational environment supporting 500+ employees. - Strong technical proficiency across hardware, software, networking, and modern workplace technologies, including Windows, MacOS, LarkSuite, Google Workspace, Microsoft Office 365, and foundational knowledge of networking, endpoint management, MDM, scripting, and automation. - Demonstrated experience with IT project management and IT Service Management (ITSM) frameworks. Familiarity with ITSM ticketing systems and service management platforms. - Excellent problem-solving skills, with the ability to independently troubleshoot and resolve issues involving end-user devices, meeting room technology, AV systems, and enterprise applications. - Business-level proficiency in English. - Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent practical experience. Preferred Qualifications - Familiarity with Generative AI tools, AI-assisted workflows, automation platforms, and intelligent IT operations. - Leadership qualities including accountability, effective delegation, customer empathy, a collaborative mindset, and a passion for continuous improvement, innovation, and operational excellence. - Hands-on experience with scripting, automation technologies, or workflow automation tools.
Job Information
About Us
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.
Why Join ByteDance
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.
As ByteDancers, 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. 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
ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.