Helpdesk Support Manager , IT Department
Summary
Manages a 6-10 person end-user support team in the IT department of a securities firm in Hong Kong. Day-to-day work covers supervising helpdesk/deskside support, IT asset management, Windows and Office migration projects, meeting-room AV and video conferencing, using Windows, Active Directory, macOS, iOS and Android.
Responsibilities:
1. Supervise a team of 6-10 End User Support Analysts and Technicians
2. Conduct performance reviews and staff development activities
3. Ensure compliance with the organization IT policies.
4. Manage and support end-user computing services, including desktops, laptops, and related workplace technologies
5. Manage and monitor IT asset including procurement, inventory control, maintenance and disposal.
6. Plan and deliver Windows and Office migration projects, ensuring smooth deployment and minimal user impact
7. Oversee meeting room technology support, including audio-visual (AV) equipment, video conferencing systems, and collaboration tools
8. Provide deskside support for hardware and software issues, installations, upgrades, and troubleshooting
9. Lead and develop team members to ensure effective service delivery
10. Lead or contribute to IT projects such as security patch upgrades and other urgent upgrades
11. Coordinate with different teams/vendors for project implementation and daily operations
12. Ensure compliance with internal policies, security standards, and regulatory requirements
13. Ensure accurate technical and policy documentation is maintained and regularly updated.
Requirements:
1. Degree holder in Computing/Information Technology or related field.
2. 2–5 years of IT support experience
3. Able to independently configure and troubleshoot desktop hardware and peripherals (laptops, desktops, printers, etc.)
4. Provide on-site support for computer equipment and perform independent on-site fault diagnosis
5. Handle account permission issues and provide desktop troubleshooting & permission support for application systems
6. Hands-on technical skills on Windows OS, Mac, iOS, Android and Active Directory
7. Good understanding of IT security principles, data protection, and backup/disaster recovery practices.
8. Familiar with Windows registry, group policies, services, logs, and command lines; able to assist technical experts in analyzing and resolving complex technical issues
9. ITIL or related professional certificates preferred
10. Strong communication, problem-solving, and stakeholder management skills
11. Possess first-line application system support capabilities and properly escalate tickets to Level 2 support teams
12. Enjoy teamwork and sharing of experience and knowledge.
13. Open-minded for sharing & discussion, able to work independently
(Data collected will be kept strictly confidential and used for recruitment purpose only.)