End User Support Supervisor

6 days ago


Hong Kong Island, Hong Kong SAR China Automated Systems (HK) Ltd Full time

End User Support Supervisor (Desktop Support) Supervise a team of 8-12 End User Support Analysts and Technicians. Conduct performance reviews and staff development activities. Manage work schedules and ensure adequate coverage. Oversee incident and service request queues using ITSM tools. Ensure compliance with SLAs and prepare service desk metrics. Provide technical support for hardware/software and network issues. Develop and maintain standard operating procedures (SOPs). Coordinate with vendors and liaise with business units on service delivery. Required Qualifications Bachelor’s degree in Computer Science, IT, or related field; or equivalent experience. 7+ years in IT support services with 3+ years in a supervisory role. Preferred experience in financial services or regulated environments. Expert knowledge of Microsoft Windows and Office 365. Strong understanding of networking concepts and ITSM systems (ServiceNow). Familiarity with virtualization technologies and mobile device management. Excellent leadership and communication skills in English and Cantonese. Strong problem-solving abilities and customer service orientation. #J-18808-Ljbffr



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