Associate Manager/Manager, IT Service

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.