Servicedesk Manager (Kowloon Bay, 5 days work, $40K-$45K)
Summary
Manages a service desk operation in Kowloon Bay, leading helpdesk/infrastructure teams and vendors to deliver IT support under the ITIL framework — handling SLAs, incidents, changes, and reporting for multiple customers. Requires 4-5 years of servicedesk management experience; pays HK$40K-$45K/month on a 5-day week.
Salary: $40,000 – $45,000 per month
Job Duties:
Lead teams to effective service delivery based on ITIL process framework
Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business users for service delivery.
Interact with multiple customers to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs
Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed
Proactively drive the resolution of incidents, planned/unplanned changes and ah-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties.
Prepare regular operation report on overall platform status (including capacity, performance, service level & etc.).
Job Requirement:
F.5 or above
At least 4-5 years in servicedesk management
Experience in change, incident, problem and vendor management
Experience in IT support, end user support, system administration and networking
Experienced in IT service management such as ITILv4 framework.
Knowledge of store support would be a definite advantage.
Holder of ITIL certifications is an advantage
If interested in the above post, please send full resume with academic background, work history, current and expected salary via kmpost@clts.com
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