Assistant Service Operations Manager (IT Support) - Trilingual

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