IT Helpdesk Manager

ServiceOne Limited; Hong Kong; On-site; HKD 480,000 - 720,000; Full time

Benefits offered by this job

5-day workweek

Annual leave 14 days

Medical insurance

Discretionary bonus

Job summary

ServiceOne Limited in Hong Kong is hiring an IT End User Support Manager to supervise a team of 6-10 analysts and technicians, delivering desktop support and IT services across the organization.

You will oversee asset management, Windows/Office migrations, AV support, and on-site fault diagnosis while ensuring policy compliance and quality service delivery. A minimum 5 years in IT support is required.

Qualifications

• Degree holder in Computing/Information Technology or related field.
• At least 5 years of IT support experience
• Able to independently configure and troubleshoot desktop hardware and peripherals (laptops, desktops, printers, etc.)
• Provide on-site support for computer equipment and perform 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
• ITIL or related professional certificates preferred
• Strong communication, problem-solving, and stakeholder management skills
• Possess first-line application system support capabilities and properly elevate tickets to Level 2 support teams
• Enjoy teamwork and sharing of experience and knowledge.

Responsibilities

• Supervise a team of 6-10 End User Support Analysts and Technicians
• Conduct performance reviews and staff development activities
• Ensure compliance with the organization IT policies.
• Manage and support end-user computing services, including desktops, laptops, and related workplace technologies
• Manage and monitor IT asset including procurement, inventory control, maintenance and disposal.
• Plan and deliver Windows and Office migration projects, ensuring smooth deployment and minimal user impact
• Oversee meeting room technology support, including audio-visual (AV) equipment, video conferencing systems, and collaboration tools
• Provide deskside support for hardware and software issues, installations, upgrades, and troubleshooting
• Lead and develop team members to ensure effective service delivery
• Lead or contribute to IT projects such as security patch upgrades and other urgent upgrades
• Coordinate with different teams/vendors for project implementation and daily operations
• Ensure compliance with internal policies, security standards, and regulatory requirements
• Ensure accurate technical and policy documentation is maintained and regularly updated.

Skills

Team leadership

End-user support

Troubleshooting

Stakeholder management

Communication

Education

Degree in Computing/Information Technology

Tools

Active Directory

Windows OS

Mac/iOS/Android support

Job description

ServiceOne Limitedis one of the largest Information Technology (IT) consulting and managed services provider in the region. The company was founded in 1999 and is headquartered in Hong Kong with strong foothold in China and business coverage in Asia Pacific region. Our clients are government departments, non-government organizations, education institutes, multinational corporations, small and medium companies across various industries. Our services provide Consulting and Application Management Services, Digitalization of Workflow Management, Outsource Managed Services, Hardware & Software Maintenance, Project Management, Product Life Cycle Management, Secondment Services & etc.

We are a member of Expert Systems Holdings Limited (HKEX Stock Code 8319) .

To Stay true to ServiceOne’s ongoing mission that is to deliver the highest quality services to all her customers, we invite high-caliber candidate of you to join our company.

For more information, please visit our website atwww.serviceoneasia.com.

Remuneration Package:

Competitive remuneration package, 5-day-work

Annual leave starting from 14 days

Medical and health insurance coverage, body check

Discretionary bonus

Responsibilities:

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

Conduct performance reviews and staff development activities

Ensure compliance with the organization IT policies.

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

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

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

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

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

Lead and develop team members to ensure effective service delivery

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

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

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

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

Requirements:

Degree holder in Computing/Information Technology or related field.

At least 5 years of IT support experience

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

Provide on-site support for computer equipment and perform 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; able to assist technical experts in analyzing and resolving complex technical issues

ITIL or related professional certificates preferred

Strong communication, problem-solving, and stakeholder management skills

Possess first-line application system support capabilities and properly elevate tickets to Level 2 support teams

Enjoy teamwork and sharing of experience and knowledge.

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

We offer excellent career opportunities, attractive remuneration package and fringe benefits includingbanking holiday, various types of leave, discretionary bonus & medical insurance.

(The information provided will be used for employment related purpose only. All information of unsuccessful applicants will be destroyed within six months)