Contract IT Service Desk Supervisor #4297 (Vendor)

Duration:            12 months (renewable contract)

Location:             Kowloon Bay

Working Hours: Mon – Fri / 09:00 – 18:00

Responsibilities:

• Supervise IT Service Desk staffs, providing guidance and support to ensure smooth functioning of the team.
• Oversee and prioritize daily IT Service Desk operational tasks, ensuring timely resolution of issues and efficient service delivery to end-users.
• Manage and administer the ServiceDesk ticketing system (e.g. ServiceNow) function, ensuring that requests and incidents are logged, escalated, tracked, and resolved within agreed and SLAs.
• Monitor IT system performance and metrics, identifying affected areas, take appropriate escalation timely.
• Collaborate with cross-functional teams to implement IT projects and initiatives, ensuring successful delivery within scope, timeline, and budget.
• Develop, improve and maintain standard operation procedures and documentation are being followed.
• Conduct regular IT management meeting and prepare management report for customer meeting.
• Perform ad hoc assignments as required.

Requirements

• Degree Holder or higher diploma in Computer Science or related disciplines.
• Minimum of 7 years relevant experience in Service Desk support
• Experience with IT service management (ITSM) frameworks and familiarity with service desk ticketing systems (e.g. ServiceNow) is required.
• Passed ITIL v3/v4 Foundation examination.
• Knowledge of ITIL-based service management processes including incident, problem and change management and ISO20000 best practices is preferable.
• Excellent leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and meet deadlines.
• Strong problem-solving and decision-making abilities, with a focus on providing excellent customer service and user satisfaction.
• Effective communication and interpersonal skills, with the ability to interact with technical and non-technical stakeholders at all levels of the organization.
• Aware changes need, willing to change and drive the change.
• Strong IT project management skill.
• Mature, dynamic, self-motivated and able to work under pressure.
• Proficiency in spoken and written English and Chinese.