Senior Manager, Executive Service Delivery

REQ14505 Senior Manager, Executive Service Delivery (Open)

POSITION SUMMARY:

Senior Manager of Executive Service Delivery is responsible for providing consistently excellent IT service and support to users, including an executive population and a proportion of remote users across corporate offices & all company gaming properties in Hong Kong, Macau and Manila. The position role should have professional IT customer handling techniques, strong technical skills, strong interpersonal / communications skills and the ability to exceed customer's expectations. This individual should be a self-starter; solutions oriented; and have a proactive attitude with a customer-centric approach to solving problems.

PRIMARY RESPONSIBILITIES:

• Providing professional, thorough and timely user support for all customers, with particular attention to Senior Executives of Melco in Macau and Manila. This includes resolving desktop, laptop, printers and other hardware issues, as well as issues with proprietary software applications. It also includes proactively trouble shooting all technologies provided to users (e.g. Routers, Client PCs, Smartphones and Tablets)
• White-glove customer support to executive floor, focusing on constantly monitoring of Senior Executive desktop issues to ensure customer satisfaction and taking the extra step to do the above and beyond
• Liaising between clients, and other IT team resources to deliver a single stop Deskside support experience
• Creating and maintaining relationships of trust, reliability and dependability with customers along with follow-up from previous issues
• Serve as the escalation point for advanced and complex technical problems
• Developing, Writing and Delivering customer training material as required or requested
• Monitoring of senior management desktop issues to ensure customer satisfaction using global ticketing tool
• Proactively seeking solutions to common problems and provide continuous service improvement ideas
• Receives and completes all medium/complex projects assignment & implementation
• Perform all other duties as required and requested
• Travel might be required from time to time (Support for off-site conferences and executives homes)

QUALIFICATIONS:

Experience

• Minimum 10 years in managing relevant IT Service Operations experience
• At least 5 year's hand on work experience in a similar VIP/executive support role
• Overall end to end understanding of client devices, Windows & applications, VPN, network connectivity and server
• Knowledge in Active Directory. Windows 11/10, Microsoft Office Suite, Email System, Zoom, Teams
• Knowledge and support of Apple and Android products including mobile devices and laptops
• Ability to communicate effectively with technical / non-technical audiences, and interact with all types of clients including technology, business, management and executive management

Education

• Bachelor’s degree in information technology or equivalent relevant qualifications
• Preferred Certification: ITIL v3 Foundation

Skills / Competencies

• Candidate must have very strong written & verbal communication skills
• Ability to communicate fluently in both English and Cantonese/Mandarin
• Possess executive presence. Experienced in working closely with Senior Management level personnel
• Excellent people skills with ability to handle difficult situations
• Excellent time management and organizational skills with ability to multitask and prioritize
• Strong troubleshooting capabilities evidenced by organized and analytical thinking
• Keen attention to details, with a commitment to follow-up and breakthrough
• Must be a self-starter with the ability to work independently and in a collaborative team environment
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solution to associates and team members
• Flexibility to work longer hours as required and to be on call
• Experience facilitating onsite & offsite meetings in a technical support capacity is desirable