Assistant Service Operations Manager (IT Support) - Trilingual

Responsibilities

As an IT Operation Manager and direct report to HK Headquarters, your typical day might include the following :

• Act as the primary point of contact for escalated customer reported issues, ensuring prompt investigation and resolution while maintaining a high level of professionalism and customer satisfaction
• Supervise the IT operations engineers, offering guidance and support to ensure the team operates smoothly
• Develop and ensure roster reflects the necessary skills and qualifications of the staff members assigned
• Share the roster with all team members well in advance. Provide clear information about their assigned shifts, any changes, and the process for requesting swaps or adjustment
• Oversee and prioritize daily IT tasks, ensuring timely issue resolution and efficient service delivery to customers
• Manage the Service Desk Ticketing System and provide regular reports for management review and provide suggestions for improvement
• Ensure all requests and incidents are logged, escalated, tracked, and resolved according to established SLAs
• Provide prompt responses and clear communication to customers
• Develop, enhance, and maintain standard operating procedures, ensuring compliance with documentation practices
• Establish and manage a 24x7 Tier 1 and 2 Service Desk Team

Qualifications

Other Requirements

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