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.