IT Operations Team Lead

Pinpoint Asia; Hong Kong; On-site; HKD 700,000 - 1,000,000; Full time

Job summary

Pinpoint Asia partners with a leading commercial enterprise to recruit an IT Operations Team Lead in Hong Kong. You will own service outcomes end-to-end and act as the bridge between technical teams and end users with a Customer First mindset.

You will drive day-to-day operations, mentor the team, design automation workflows with Power Automate or n8n, and maintain dashboards in Grafana to monitor live health and SLAs. Strong English communications are essential.

Qualifications

• 3+ years of experience leading or supervising an IT Operations team with measurable service improvements.
• Strong track record in Incident, Problem, and Change Management, including running a CAB.
• Proven ability to design and deploy automation workflows and leverage monitoring analytics for proactive operations.

Responsibilities

• Own day-to-day IT operations delivery and safeguard SLAs across incidents, problems, and changes.
• Mentor and coach team members to reach their full potential through 1:1s, feedback, and structured growth plans.
• Design, implement, and scale independent automation workflows using tools like Power Automate or n8n.
• Establish and maintain operational dashboards using Grafana to monitor live service health and SLA adherence.
• Drive cross-functional collaboration with System Administrators, Security, and Regional IT to ensure aligned operations.
• Educate end users on Microsoft 365 (Exchange, Teams, SharePoint) best practices to empower self-service and reduce ticket volumes.

Skills

Leadership

Incident Management

Automation design

Monitoring analytics

Vendor management

ITIL knowledge

Microsoft 365

English communication

End-user training

Tools

Grafana

Power Automate

n8n

Intune

Job description

We are partnering with a leading commercial enterprise to find an IT Operations Team Lead. This mission-critical role supports operations a 20 global offices where system resilience is essential. As the IT Operations Team Lead, you will own service outcomes end-to-end, acting as the bridge between technical teams and end users with a Customer First mindset.

Key Responsibilities:

• Own day-to-day IT operations delivery and safeguard SLAs across incidents, problems, and changes.
• Mentor and coach team members to reach their full potential through 1:1s, feedback, and structured growth plans.
• Design, implement, and scale independent automation workflows using tools like Power Automate or n8n.
• Establish and maintain operational dashboards using Grafana to monitor live service health and SLA adherence.
• Drive cross-functional collaboration with System Administrators, Security, and Regional IT to ensure aligned operations.
• Educate end users on Microsoft 365 (Exchange, Teams, SharePoint) best practices to empower self-service and reduce ticket volumes.

Requirements:

• 3+ years of experience leading or supervising an IT Operations team with measurable service improvements.
• Strong track record in Incident, Problem, and Change Management, including running a CAB.
• Proven ability to design and deploy automation workflows and leverage monitoring analytics for proactive operations.
• Experience engaging with vendors through regular performance reviews to govern SLAs and drive cost optimization.
• Excellent written and spoken English communication skills, remaining calm and clear under pressure.
• Knowledge of ITIL processes, endpoint management tools (like Intune), and security awareness is highly desirable.