Helpdesk Support Manager , IT Department

Guotai Haitong Financial Holdings Limited; Hong Kong; On-site; HKD 420,000 - 640,000; Full time

Job summary

Guotai Haitong Financial Holdings Limited is seeking a capable IT End User Support Supervisor to oversee a 6-10 member team. You will manage desktop/Laptop support, asset life-cycle, and Windows/Office migrations, ensuring minimal user impact.

The role emphasizes strong technical skills across Windows/Mac/iOS/Android, IT security awareness, and effective stakeholder communications. On-site availability is required.

Qualifications

• Degree in Computing/IT or related field.
• 2–5 years IT support experience.
• Able to configure and troubleshoot desktop hardware and peripherals.
• Provide on-site support for computer equipment and independent on-site fault diagnosis.
• Handle account permission issues and provide desktop troubleshooting & permission support for application systems.
• Hands-on technical skills on Windows OS, Mac, iOS, Android and Active Directory.
• Good understanding of IT security principles, data protection, and backup/disaster recovery practices.
• Familiar with Windows registry, group policies, services, logs, and command lines; assist technical experts in resolving issues.
• ITIL or related professional certificates preferred.
• Strong communication, problem-solving, and stakeholder management skills.
• First-line application system support capabilities and proper ticket escalation to Level 2.
• Enjoy teamwork and sharing of experience and knowledge.
• Open-minded for sharing & discussion, able to work independently.

Responsibilities

• Supervise a team of 6-10 End User Support Analysts and Technicians.
• Conduct performance reviews and staff development activities.
• Ensure compliance with organization IT policies.
• Manage and support end-user computing services (desktops, laptops, peripherals).
• Manage and monitor IT assets including procurement, inventory, maintenance, disposal.
• Plan and deliver Windows and Office migration projects with minimal user disruption.
• Oversee meeting room tech support including AV equipment and video conferencing.
• Provide deskside support for hardware/software issues, installations, upgrades, troubleshooting.
• Lead and develop team members to ensure service quality.
• Lead or contribute to IT projects such as security patches and urgent upgrades.
• Coordinate with teams/vendors for projects and daily ops.
• Ensure compliance with internal policies, security standards, and regulatory requirements.
• Maintain accurate technical and policy documentation.

Skills

Team leadership

Communication

Problem-solving

Stakeholder management

Technical troubleshooting

Education

Bachelor's degree in Computing/IT

Tools

Active Directory

Windows OS

Mac OS

iOS

Android

Job description

1. Supervise a team of 6-10 End User Support Analysts and Technicians

2. Conduct performance reviews and staff development activities

3. Ensure compliance with the organization IT policies.

4. Manage and support end-user computing services, including desktops, laptops, and related workplace technologies

5. Manage and monitor IT asset including procurement, inventory control, maintenance and disposal.

6. Plan and deliver Windows and Office migration projects, ensuring smooth deployment and minimal user impact

7. Oversee meeting room technology support, including audio-visual (AV) equipment, video conferencing systems, and collaboration tools

8. Provide deskside support for hardware and software issues, installations, upgrades, and troubleshooting

9. Lead and develop team members to ensure effective service delivery

10. Lead or contribute to IT projects such as security patch upgrades and other urgent upgrades

11. Coordinate with different teams/vendors for project implementation and daily operations

12. Ensure compliance with internal policies, security standards, and regulatory requirements

13. Ensure accurate technical and policy documentation is maintained and regularly updated.

Requirements

1. Degree holder in Computing/Information Technology or related field.

2. 2–5 years of IT support experience

3. Able to independently configure and troubleshoot desktop hardware and peripherals (laptops, desktops, printers, etc.)

4. Provide on-site support for computer equipment and perform independent on-site fault diagnosis

5. Handle account permission issues and provide desktop troubleshooting & permission support for application systems

6. Hands-on technical skills on Windows OS, Mac, iOS, Android and Active Directory

7. Good understanding of IT security principles, data protection, and backup/disaster recovery practices.

8. Familiar with Windows registry, group policies, services, logs, and command lines; able to assist technical experts in analyzing and resolving complex technical issues

9. ITIL or related professional certificates preferred

10. Strong communication, problem-solving, and stakeholder management skills

11. Possess first-line application system support capabilities and properly escape tickets to Level 2 support teams

12. Enjoy teamwork and sharing of experience and knowledge.

13. Open-minded for sharing & discussion, able to work independently

(Data collected will be kept strictly confidential and used for recruitment purpose only.)