Responsibilities:
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
- Proficiency in Cantonese, English, and Mandarin