Manager, IT Services
Core
Lead Service Desk Analysts and manage daily service desk activities, incident resolution, and performance development for end-users.
Role type
Manager, IT Services (Service Desk)
Builds
IT service delivery and support operations for Dah Sing Group's banking, insurance, and financial services across Hong Kong, Macau, and Mainland China.
Domain
Financial Services / IT Service Management
Required skills
IT support management, incident management, SLA adherence, Level 1 troubleshooting, stakeholder communication, process improvement, report generation, team performance development
Preferred skills
ITSM tools proficiency, emergency response coordination, documentation maintenance
Technologies
ITSM ticketing systems
Responsibilities
Lead Service Desk Analysts and oversee daily service desk activities, workload review, and performance development; Act as the primary point of contact for all technical support inquiries via phone, email, instant message, and the ITSM ticketing system; Promptly diagnose and resolve issues in a timely manner; Accurately log, categorize, prioritize, and assign incidents and service requests in accordance with SLAs; Follow up on open cases until final resolution and closure; Escalate issues to the appropriate support team; Collaborate clearly with support teams (such as Service Management, IT Infrastructure and Development Teams) and provide proactive communication with users throughout the incident lifecycle, providing updates on status and resolution; Provide direct support for end-users on technical issues; Perform initial Level 1 troubleshooting and escalate complex issues to Level 2/3 support or facility teams with detailed notes; Provide crucial support during emergency or incident response situations, following established protocols to ensure a swift return to normal operations; Maintain accurate records of support activities and resolutions; Prepare regular reports on service desk performance and issue trends; Drive process improvements, maintenance documentation, and ensure adherence to internal procedures and service standards.
Seniority
Manager, team leadership