Manager/Senior Manager, IT Service & Knowledge Management

About the Role

The Service & Knowledge Management team is the front line of our IT organization — the team that every employee interacts with when something isn't working, when they need access, or when they're onboarding for the first time. But we are not building a traditional helpdesk. Over the next 18 months, we are systematically converting manual, human-handled service into documented knowledge, automated workflows, and self-service capabilities — as part of a broader move toward an All-in-One IT platform.

We are looking for an IT Service Team Lead who can run a tight, high-quality service operation today while relentlessly pushing it toward automation tomorrow. You will own the service experience end-to-end, build the knowledge base that makes automation possible, and lead a team that is equally comfortable resolving a complex access issue and designing the workflow that prevents it from recurring.

What You'll Own

Service delivery & experience (30%)

- Own day-to-day IT service quality — ticket handling, SLA adherence, first-contact resolution, and employee-facing experience across onboarding, offboarding, hardware, access, and software.

- Ensure first-week readiness for new hires: zero missing permissions, zero login failures, hardware provisioned on time.

- Act as the escalation point for complex or cross-functional service issues; triage, resolve, and feed learnings back into the knowledge base.

- Track and report on key service metrics: ticket-to-headcount ratio, manual ticket resolution rate, first-week access-gap incidents, and account/login failure rates.

Workflow operations & automation (40%)

- Map, document, and continuously improve service workflows — from account provisioning and permission management to hardware deployment and software license assignment.

- Drive the team toward zero-touch and automated provisioning: identify manual steps that can be eliminated through rule engines, workflow automation, or self-service tooling.

- Work closely with the IT Solutions team to translate repeatable service patterns into deployable automated workflows.

- Track automation metrics: account/permission provisioning success rate, average automated deployment time, zero-touch deployment success rate.

Knowledge management (30%)

- Build and maintain a structured, searchable knowledge base that captures how things are done — not just for end users, but for the team itself.

- Establish a discipline of turning every resolved incident, every new workflow, and every system change into documented knowledge.

- Ensure the knowledge base actively reduces inbound ticket volume and supports self-service; measure and report on deflection rates.

- Partner with IT Business Partners to stay current on business unit policies, onboarding processes, and access requirements — and reflect those in documentation.

Team leadership

- Lead, coach, and develop the service team; build capability in both technical operations and knowledge discipline.

- Manage workload distribution and escalation paths; maintain team readiness as the business scales across regions.

- Contribute to IT asset planning — hardware stock, provisioning lead times by region, and lifecycle tracking.

What We're Looking For

- 5+ years in IT service / helpdesk / IT operations roles, with 2+ years in a team lead or supervisory capacity.

- Strong grasp of IT service management (ITSM) principles and hands-on experience with ticketing and service platforms (e.g. ServiceNow, Jira Service Management, Freshservice, or equivalent).

- Proven experience building or significantly improving a knowledge base or documentation system — not just writing articles, but creating a system that others maintain and that measurably reduces ticket volume.

- Hands-on with account & access management: Active Directory / Entra ID, SSO/IdP, MDM, Google Workspace or Lark administration.

- Practical experience with workflow automation tools (e.g. Zapier, Make, Workato, or scripting) to reduce manual service steps.

- Strong data awareness: comfortable tracking service metrics, spotting trends, and using data to make the case for process improvements.

- Fluent English (written and spoken) essential for documentation quality, cross-team communication, and stakeholder reporting; working proficiency in Mandarin.

- Excellent communicator — able to manage employee expectations, report upward clearly, and collaborate laterally with the Solutions teams.

- Exposure to multi-region or cross-border IT service operations.

Hard skills

- IT service operations & ITSM — resume keywords: ITSM, ticketing system, SLA management, incident management, onboarding/offboarding, account provisioning, MDM, Google Workspace / Lark admin.

- Basic data analysis skills to build service dashboards and track KPIs independently.

Soft skills

- Service mindset with a systems lens — instinct to fix the root cause and build the system, not just close the ticket; resume keywords: process improvement, knowledge management, ITSM, SOP, runbook.

- Team coaching & operations management — keeping a team effective, consistent, and growing in a fast-moving environment; resume keywords: team lead, coaching, shift management, SLA ownership, performance tracking.

Nice to Have

- Experience rolling out or administering an AI-assisted service layer (e.g. IT chatbot, agent-assisted triage).