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Technology Services Manager

Hong Kong    Others    Permanent   

Job description

Technology Services Manager will be responsible for the delivery of business technology solutions across the APAC region as well as day-to-day management and leadership for the Hong Kong 2nd line engineers. This role will be accountable for building a close relationship between IT and the business. The Technology Services Manager has dual roles. Firstly, the management responsibility for the Hong Kong 2nd line engineers ensuring a smooth and effective operation across all business functions. Secondly, a regional responsibility as Technology Specialist ensuring all new business impacting technologies are successfully delivered and integrated into the business as usual operations.

Job responsibilities

Ensure provision of core services in line with agreed service levels for the Asia region:
• Build business relationships within the Hong Kong office and across APAC region acting as the lead technology
specialist for introduction and adoption of new end user technologies
• Manage and maintain the performance of the Hong Kong 2nd line team against the defined Service Levels
• Act as the service escalation point for major incidents that cannot be fixed in the normal process
• Help resolve complex issues raised by the business and work with the technical teams to identify possible workaround
• Help find solutions to complex problems and process inefficiencies
• Ensure adherence to global IT processes and procedures, including training and production of user guides
• Ensure a highly visible support team across the business floors that proactively engages with end users to add value
through daily Tech Bars and floor walking etc.
• Understand business requirements and communicate them across IT Operations:
o Provision of Desktop Hardware and Software support including Remote services (eg. RAS/VPN, Token &
secure ID, Blackberries)
o Responsible for user admin services (where required) across several defined applications
o Make IT Operations support organisation "transparent" to users via "seamless" interface
o V.I.P. (Partners and Senior Management) support
o Review business requirements by attending and/or facilitating meetings as directed

Job requirements

• At least 7+ years of experience in a technology led support role and at least 2 years of management experience,
preferably in a law firm or MNC
• Strong technical skills/knowledge across end user desktop applications and technologies, meeting room technologies
and mobile/remote working technologies a prerequisite
• Ability to think outside the box to find solutions to complex problems
• Fluency in English and Cantonese (both spoken and written) will be advantageous
• ITIL foundation certification is important and able to prove skills and experience in this area
• Proven track record and experience in managing and achieving SLA, service delivery and reporting required
• Experienced in managing budgets advantageous
• Customer service oriented with strong interpersonal, communication and leadership skills
• Willingness to take ownership and show initiative to achieve results
• Able to work independently and effectively under pressure

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