Key Responsibilities
Lead and manage a team of 8–12 End User Support Analysts and Technicians, ensuring high performance and service quality.
Conduct regular performance evaluations and implement staff development initiatives.
Oversee scheduling to maintain optimal coverage across support operations.
Monitor and manage incident and service request queues using ITSM platforms such as ServiceNow.
Ensure adherence to Service Level Agreements (SLAs) and produce detailed service desk performance reports.
Provide hands-on technical support for hardware, software, and network-related issues.
Develop, document, and maintain Standard Operating Procedures (SOPs) for support processes.
Coordinate with external vendors and internal business units to ensure seamless service delivery.

Required Qualifications
Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent experience also considered.
Minimum 7 years of experience in IT support services, including at least 3 years in a supervisory or team lead role.
Experience in financial services or other regulated industries is preferred.
Advanced proficiency in Microsoft Windows environments and Office 365 applications.
Solid understanding of networking principles and ITSM systems, particularly ServiceNow.
Familiarity with virtualization platforms and mobile device management solutions.
Strong leadership capabilities with excellent communication skills in both English and Cantonese.
Proven problem-solving skills and a commitment to delivering exceptional customer service.

‍