Responsibilities

• Lead and mentor a team of 10 service team, fostering a positive and high-performance culture
• Ensure timely resolution of IT service requests and incidents, maintaining high customer satisfaction levels
• Develop and implement service team procedures to improve efficiency and effectiveness
• Monitor performance metrics and provide reports on service team activities to senior management
• Create and implement internal SLAs and KPIs for effective IT operation management
• Coordinate with other IT teams to ensure smooth operations and alignment with business objectives
• Provide regular training and skill development programs for the service team
• Ensure compliance with company policies, IT standards, and security protocols
• Drive continuous improvement initiatives to enhance service quality and operational efficiency
• Strong skill on incident & change management
• IT incident / Change follow-up (from open to close with proper approval and according to policy and procedures)

Requirements

• Higher diploma holders or above in Computer Science, Information Technology, or related disciplines
• Minimum of 3 years of experience of IT support with a strong focus on end user service
• Certificate holder in ITIL V4 is preferred
• Experienced in managing the vendor with good customer handling skills and manner      
• Self-motivated, proactive, responsible and customer focus attitude                                   
• Able to work independently and cooperate with other parties                   
• Ability to work under pressure and complete tasks in tight schedule                                  
• A team player with excellent interpersonal skills                 
• Good command of both written and spoken English, Cantonese and Mandarin