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.