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Manager

Your role:
  • Responsible for the delivery of all Service Desk Support Services to customer according to the Service Level Agreement
  • Act as a single point of contact for tackling operational issues
  • Manage the service delivery team – recruits, hires, and develops the skills of support staff to perform their duties
  • Ensure customer satisfaction through efficient and effective approach
  • Oversee the daily operations of on-site team
  • Handle complaints and escalation
  • Review and streamline service delivery processes to be effective
  • Coach and motivate on-site staff to perform tasks, based on operational manual, procedure, and customer policies
  • Enforce the compliance of customer standard, culture and training
  • Conduct monthly report and service review, trend, and root cause analysis, identify and lead continuous improvement plan for the Client
 
To succeed this role:
  • Bachelor’s Degree in information technology or relevant 
  • ITIL Expert Certification is required
  • At least 10 years SDM role on Deskside / Infra. support
  • Good command of spoken and written English
  • A proactive self-starter with the ability to work as a team, independently and under pressure
  • Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities
  • Experience in using ServiceNow for reporting and analyses is a plus
  • Solid experience in managing large scale infrastructure, including Azure, SAN Storage, Network (SD WAN) and Security, O365 etc
  • Immediate available is highly preferred
Ref ID:  60573
Location: 

Hong kong, HK, HK

Business Unit:  Commercial Group
Full Time/ Part Time:  Full Time
Job Function:  Technology
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