IT Helpdesk Manager | Lead End-User Support | 5-Day Week

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 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.