Desktop Support Manager

3 days ago


Hong Kong Island, Hong Kong SAR China Classy Wheeler Limited Full time
Career Opportunities

We're committed to helping our team members achieve their career goals and grow within our organization. As an IT Support Team Lead, you'll have the opportunity to work with a diverse range of technologies, develop new skills, and contribute to the success of our business.

About the Job:
This is an exciting opportunity to join our IT team as an IT Support Team Lead, playing a critical role in shaping our Service Desk operations. You will be responsible for providing expert-level technical support to our internal employees, collaborating with the technical team to troubleshoot complex problems, and driving process improvements to ensure seamless service delivery.

Key Responsibilities:
• Provide exceptional technical support to our staff, responding to their needs promptly and professionally.
• Collaborate with the technical team to troubleshoot complex problems, leveraging collective expertise to find creative solutions.
• Lead the Service Desk team, empowering them to deliver exceptional support experiences, and recognizing individual contributions to the team's success.
• Maintain accurate records of all calls, actions taken, and outcomes, demonstrating accountability and ownership for each issue.
• Use judgment to escalate minor issues or delegate more technical tasks to team members or the Technical Team, as appropriate.
• Liaise with the Hong Kong/Singapore Service Desk team and wider IT department to resolve and follow up on issues, escalating urgent/difficult or large-impacting calls to the Technical Team Lead in Hong Kong and London.
• Work closely with other Technical Support Analysts to provide operational and technical support globally, fostering collaboration and knowledge-sharing.
• Develop and maintain support documentation, updating the knowledge base system with best practices and user guidance material.
• Identify patterns or trends of calls and report to the Technical Team Leader as part of Problem Management, using this insight to inform process improvements.
• Utilize suppliers as a source of escalation to resolve problems and improve service quality.
• Participate in ad-hoc projects as required, showcasing adaptability and a willingness to learn.

Requirements:
The ideal candidate will possess:
• A degree in Information Technology or a related discipline.
• 3-5 years of previous experience as an IT Helpdesk Operative, preferably within a legal or professional services environment.
• Proficiency in Service Now ticket system software.
• Proven customer service skills, with a track record of delivering high-quality support experiences.
• Experience supporting Windows 10, Office 2016, mobile devices using MDM solutions, and legal applications like Worksite and Aderant.
• Familiarity with virtual desktops, VPN technologies, Ivanti Endpoint Security, Microsoft Endpoint Manager – Intune, and SCCM.
• Strong organizational skills, capable of working under pressure, and managing competing priorities.
• Excellent interpersonal skills, with the ability to build strong relationships with internal and external clients.
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