As an IT Operation Manager and direct report to HK Headquarters, your typical day might include the following:
Act as the primary point of contact for escalated customer reported issues, ensuring prompt investigation and resolution while maintaining a high level of professionalism and customer satisfaction
Supervise the IT operations engineers, offering guidance and support to ensure the team operates smoothly
Develop and ensure roster reflects the necessary skills and qualifications of the staff members assigned
Share the roster with all team members well in advance. Provide clear information about their assigned shifts, any changes, and the process for requesting swaps or adjustment
Oversee and prioritize daily IT tasks, ensuring timely issue resolution and efficient service delivery to customers
Manage the Service Desk Ticketing System and provide regular reports for management review and provide suggestions for improvement
Ensure all requests and incidents are logged, escalated, tracked, and resolved according to established SLAs
Provide prompt responses and clear communication to customers
Develop, enhance, and maintain standard operating procedures, ensuring compliance with documentation practices
Establish and manage a 24x7 Tier 1 and 2 Service Desk Team
Requirements:
Seeking candidates proficient in Cantonese, Mandarin and English to effectively communicate with multinational clients
Higher Diploma/Degree Holder in Computer Science, Information Systems or related disciplines
Proven experience in IT support roles, with a minimum of 3-5 years in a Service Desk or help desk environment
Experience in Java, Java Script, Open JDK, and .NET programming
Experience in cloud services and cybersecurity services is preferred
Experience in a supervisory or leadership role is preferred
Experience with IT service management (ITSM) frameworks and familiar with service desk ticketing systems
Strong understanding of ITIL framework and best practices
Passed ITIL v3/v4 Foundation examination
Knowledge of ITIL-based service management processes including incident, problem and change management and ISO20000 best practices is preferable.
Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and meet deadlines.
Strong problem-solving and decision-making abilities, with a focus on providing excellent customer service and user satisfaction.
Effective communication and interpersonal skills, with the ability to interact with technical and non-technical stakeholders at all levels of an organization.
Other Requirements:
Willing to work in a competent, challenging and team-working environment
Willing to learn new technology
Work closely with Managed Service Provider Team which provides professional IT support and maintenance services, cloud services, cybersecurity services and system capacity planning for enterprise and government departments
