Desktop Support Team Lead, MNC - Hong Kong, 香港 - ConnectedGroup Limited

描述

A prestigious MNC with presence across the globe is now looking for a Desktop Support Team Lead to join their team. This team lead is responsible for overseeing the daily operations of the service desk team and ensuring the delivery of high-quality technical support services to our internal users.

Responsibilities

• Lead and guide a team of service desk analysts, providing guidance and support in day-to-day operations
• Monitor and manage the service desk queue, ensuring incidents and requests are prioritized, assigned, and resolved efficiently
• Provide hands-on support especially for VIPs
• Collaborate with other IT teams and departments to resolve complex technical issues and escalations.
• Develop and maintain service desk performance metrics and reports, identifying areas for improvement and implementing process enhancements.
• Review and improve service level agreements (SLAs) for the Group

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Proven experience in a service desk or technical support role, with at least 1 year of experience in a leadership or supervisory position.
• Strong technical knowledge and troubleshooting skills across a wide range of hardware, software, and network systems.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• Demonstrated leadership abilities, including team management, performance coaching, and conflict resolution.
• Solid understanding of IT service management (ITSM) principles, processes, and tools.
• Familiarity with incident management, problem management, and change management practices.
• ITIL certification or other relevant certifications are a plus.

This company will offer competitive benefits as well as medical insurance eligible for depends and a generous number of annual leave entitlement.

Interested individuals, please contact and send your CV to Mannie CHIU at for more details. For other available opportunities, please visit