Assistant VP

Assistant VP (Workplace Management) - Hong Kong Exchanges and Clearing Limited We're home to Asia's most dynamic and vibrant capital markets. Connecting capital, ideas, inspiration and innovation for deeper, more diverse and liquid global capital markets; providing greater choice and opportunity for our customers, each and every day. HKEX is a purpose-driven company. Our commitment to the long-term development of our business and our markets is articulated in our purpose: "To Connect, Promote and Progress our Markets and the Communities they support for the prosperity of all." Job Summary The Workplace Technology L2 Operation Manager is responsible for overseeing the operational management of workplace technology services at Level 2 (L2) support. This role ensures effective delivery, maintenance, and optimization of technology solutions that support employee productivity, collaboration, and workplace experience. The manager acts as a bridge between L1 support teams and engineering or vendor escalation, ensuring seamless issue resolution and service quality. Responsibilities Lead and coordinate L2 support teams to ensure timely and effective resolution of incidents related to workplace technologies, including escalated issues from L1. Monitor, analyze, and resolve recurring issues; drive root cause analysis and implement corrective actions to minimize service disruptions. Act as the primary point of contact for L1 support teams for technical escalations, collaborating closely with L3 engineers and external vendors when necessary. Oversee and guide L2 support teams in efficiently handling requests concerning workplace technologies. Ensure that all service requests are addressed promptly and effectively to maintain optimal employee productivity and workplace experience. Track and report on key L2 Operations service metrics (e.g., SLA compliance, ticket volumes, resolution times), presenting regular updates to technology leadership. Provide training and up-to-date technical documentation for L1 teams, conduct knowledge transfer sessions, and update materials to reflect changes in workplace technologies and processes. Act as the owner of end‑user asset management governance and process: oversee the lifecycle of workplace technology assets, including procurement, deployment, tracking, maintenance, and decommissioning. Manage project delivery services for Workplace Technology: coordinate cross‑functional teams to ensure projects are completed on time, within scope, and on budget. Identify operational inefficiencies and recommend enhancements to support processes, tools, and documentation to improve service delivery and customer satisfaction. Mentor, coach, and develop L2 support staff; manage scheduling, training, and resource allocation to meet operational needs. Work closely with workplace experience teams, IT infrastructure, security, and business units to align technology services with organizational goals. Ensure the creation and maintenance of up‑to‑date technical documentation, knowledge articles, and troubleshooting guides for L2 Operations. Ensure L2 operations adhere to company policies, data protection standards, and security protocols. Qualifications Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience). 8+ years in IT support or operations, with at least 3 years in a management or team lead role; experience supporting workplace technologies (e.g., Windows/Mac/Mobile endpoints, M365 collaboration platforms, remote access, printing solutions, video conferencing & AV). Strong troubleshooting and analytical abilities; proficiency in ticketing systems, remote support tools, and ITIL practices. Excellent team management, interpersonal, and communication skills; ability to influence and collaborate across departments. Leadership & Communication: Strong leadership and communication, good interpersonal skills. ITIL Foundation or higher, Microsoft, Cisco, or other relevant technical certifications preferred. Preferred Attributes Proactive approach to problem-solving and continuous improvement. Ability to thrive in a fast‑paced, dynamic environment. Strong customer service orientation and focus on workplace experience. Experience managing vendor relationships and service contracts. Location: HKEX - Exchange Square Shift: Standard - 40 Hours (Hong Kong SAR) Scheduled Weekly Hours: 40 Worker Type: Permanent HKEX is committed as an Equal Opportunity Employer. Diversity is one of our core values and we look to support, respect diverse perspectives, abilities, culture and experiences within our workplace. #J-18808-Ljbffr