Manager, IT Services

Responsibilities

• Lead members from Service Desk Analysts including overseeing daily service desk activities, workload review, and performance development.
• Act as the primary point of contact for all technical support inquiries via phone, email, instant message, and the ITSM ticketing system.
• Promptly diagnose and resolve issues in a timely manner.
• Accurately log, categorize, prioritize, and assign incidents and service requests in accordance with SLAs.
• Follow up on open cases until final resolution and closure.
• Escalate issues to the appropriate support team.
• Collaborate clearly with support teams (such as Service Management, IT Infrastructure and Development Teams) and provide proactive communication with users throughout the incident lifecycle, providing updates on status and resolution.
• Provide direct support for end-users on technical issues.
• Perform initial Level 1 troubleshooting and escalate complex issues to Level 2/3 support or facility teams with detailed notes.
• Provide crucial support during emergency or incident response situations, following established protocols to ensure a swift return to normal operations.
• Maintain accurate records of support activities and resolutions.
• Prepare regular reports on service desk performance and issue trends.
• Drive process improvements, maintenance documentation, and ensure adherence to internal procedures and service standards.

Requirements

• Diploma or higher in Information Technology, Computer Science, or related field.
• At least 2 years’ experience in IT Support role or service desk role is preferred.
• Proven problem-solving and troubleshooting skills with a strong customer-service orientation.
• Familiarity with ITSM tools and ticketing systems.
• Strong verbal and written communication skills in English, Mandarin, and Cantonese.
• Good sense of urgency, able to work under pressure and willing to take ownership.