IT Support Manager
Department: Information Technology
Location: Hong Kong Office (Supporting Global Operations)
Employment Type: Full-Time
About Us & The IT Team
We are a global leader in 3D body data and fashion technology (Fashion-Tech), empowering top international brands with innovative digital solutions.
Our IT department operates with a modern, Cloud-First, and AI-assisted philosophy. We prioritize automation, streamlined user experiences, and lean operations over legacy bureaucracy. In this role, you will play a core part in managing day-to-day enterprise IT operations, working closely with senior IT leadership to maintain a secure, highly efficient technology environment.
Key Responsibilities
1. Service Delivery & SLAs: Own IT support service delivery and SLAs for Hong Kong and global end users. Act as the final escalation point for complex or high-impact issues and lead post-incident reviews.
2. Team Leadership: Build, lead and mentor the IT Support team, from hiring and onboarding to day-to-day coaching. Manage coverage across time zones and foster a culture of ownership and continuous improvement.
3. Identity & Security: Own identity and access management, including MFA, role-based access and the full onboarding/offboarding process. Enforce endpoint security baselines in partnership with IT leadership.
4. Assets, AV, ITSM & Vendors: Set standards for workstations, devices and conference AV, and own the asset lifecycle and hardware refresh plan. Manage the ITSM platform and key vendors, and provide budget input for support tools and hardware.
5. Automation, Metrics & Stakeholders: Drive automation and AI-assisted modernisation of support operations with IT leadership. Report on ticket volume, time-to-resolve, CSAT and backlog, and partner closely with Ops, Project and Engineering / AI teams.
Qualifications & Requirements
Education
Bachelor’s degree or Above in Information Technology, Computer Science, Information Systems or a related discipline, or equivalent professional experience.
Experience
5 - 8+ years of experience in IT support, service desk or IT operations, ideally within a multinational or fast-paced, technology-driven environment.
2+ years of experience leading people or managing a service desk / IT support team, including coaching, performance management and workload planning.
Proven track record of owning SLAs, ITSM tooling and support processes, and of improving service quality through measurable outcomes.
Experience managing vendors, managed service providers and hardware procurement, and contributing to IT budgets.
Core Aptitude
Endpoints: Advanced knowledge of Windows and macOS endpoint administration, device management (e.g., Intune or equivalent MDM) and imaging / provisioning.
Cloud Identity: Strong hands-on experience with cloud identity and productivity platforms (e.g., Microsoft Entra ID / Azure AD, Microsoft 365, Google Workspace), including SSO, MFA and conditional access.
Networking: Solid understanding of networking fundamentals — LAN/WAN, Wi-Fi, VPN, DNS/DHCP, firewalls — sufficient to lead troubleshooting and work effectively with network partners.
Automation & AI: Practical experience applying automation (e.g., PowerShell, workflow tools) and AI-assisted tools to IT operations, knowledge management and user support.
Security: Working knowledge of endpoint security, patching, backup and data-protection practices.
Soft Skills:
Inspiring, hands-on leader who builds capability, sets clear expectations and leads by example.
Strong stakeholder management skills, with the confidence to partner with senior leaders and technical teams across regions.
Comfortable working across time zones and adapting to a fast-evolving, lean environment.
What We Offer
Career Growth: Direct mentorship from IT leadership with room to expand into Cloud Administration, Cybersecurity, or Systems Architecture.
Modern Tech Culture: Work in a forward-thinking, AI-empowered environment that values smart solutions over busywork.
Generous Benefits: Annual company leave, birthday leave, medical benefits, and a supportive team environment.
How to Apply
Interested candidates are invited to submit their full resume along with current and expected salary details to:
📧 stephen.sze@alvanon.com
(Please indicate "Application for IT Support Manager" in your email subject line.)