IT Service & Knowledge Leader: Automation & KM

Confidential Careers; Hong Kong; On-site; HKD 500,000 - 800,000; Full time

Job summary

Confidential Careers in Hong Kong is looking for an IT Service Team Lead to manage IT service operations and enhance workflow automation. You will oversee day-to-day service quality and lead a team focusing on knowledge management and process improvements.

The ideal candidate has over 5 years in IT service roles, strong skills in ticketing systems, and a proven track record in team leadership. Proficiency in English is essential, and knowledge of Mandarin is a plus.

Qualifications

• 5+ years in IT service/helpdesk roles, with 2+ years in a team lead role.
• Strong grasp of IT service management principles.
• Hands-on experience with ticketing and service platforms.

Responsibilities

• Own day‑to‑day IT service quality and ticket handling.
• Map, document, and improve service workflows.
• Build and maintain a structured knowledge base.

Skills

IT service management (ITSM)

Team leadership

Workflow automation tools

Account & access management

Data analysis skills

Knowledge management

Fluent English

Working proficiency in Mandarin

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Confidential Careers in Hong Kong is looking for an IT Service Team Lead to manage IT service operations and enhance workflow automation. You will oversee day-to-day service quality and lead a team focusing on knowledge management and process improvements.

The ideal candidate has over 5 years in IT service roles, strong skills in ticketing systems, and a proven track record in team leadership. Proficiency in English is essential, and knowledge of Mandarin is a plus.