Job Details – Service Manager
- Managing a service team of >20 staff to perform end-user IT operation, service operation & maintain and assist the team staff to perform the service requirements
- Managing the team operation to fulfil customer projects by supporting the operation tasks including IT service desk / Deskside Support / Data Center Operation / Project Management / Patch Management
- Day-to day operational control over the Incident Management and Service Request Fulfilment processes and procedures across the service team, and provide technical advice if require
- Managing the service operation to meet the corresponding service level agreement (SLA)
- Managing the team to deliver projects including Regular Patch management, Windows update, PC refreshment
- Develop and maintain operational procedures and performance statistics/ reports
- Managing service delivery to the client project in daily IT operation according to the ITIL Best Practice, promoting the Continual Service Improvement of service quality and customer satisfaction
- Delivering service in best practice to achieve the defined service level
- Building up the customer relationships to ensure service excellence
- Resource planning and utilization control
- Process review to refresh the workflow regularly
- Bachelor’s degree or above education with >8 years relevant experience preferably in IT field and preferably with supervisory experiences
- Knowledge in Microsoft Windows Active Directory, Exchange Server Administration, SCCM, Mac / Apple Device is highly preferred
- Good analytical skill with objective thinking and strong willingness to initiate and drive changes across all levels
- Strong customer service and detailed mind, assertive and result-oriented; able to follow through tasks until completion independently
- Demonstrated strong presentation skill with high degree of maturity & sense of responsibility
- Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
- Proficiency in MS Office applications; with IT technical background/ solid experience is definitely an advantage
- With ITIL, Microsoft, Project Management related certification is definitely an advantage