Senior Associate – End User Services & Trade Floor Support

All Star Agency; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

All Star Agency leads financial services operations in Hong Kong and seeks a Senior Associate to oversee End User Services and Trade Floor Support. You will supervise a small ITSM team while delivering frontline technology services to business users, Treasury and trading teams, and collaborating with APAC and Head Office stakeholders.

The role combines hands-on desktop/VDI support with oversight of IT operations, asset management, and vendor coordination in a fast-paced banking environment.

Qualifications

• University degree in Information Technology, Computer Science, or related discipline.
• 6+ years IT operations or end-user computing experience; financial services preferred.
• 2–3 years leading or coordinating an ITSM/service-operations team.
• Strong desktop/VDI, endpoint-security, Windows and VMware troubleshooting.
• Hands-on with Treasury/market-data/trading applications such as Bloomberg, Refinitiv/LSEG, EBS.
• Familiar with ITIL processes, vendor management, and bilingual English/Cantonese; Mandarin a plus.

Responsibilities

• Supervise day-to-day end-user support, trade-floor tech services, and IT operations to agreed standards.
• Manage end-user computing environments, including VDI, patching, and security controls.
• Provide hands-on support for desktops, Windows, M365, VMware and related infrastructure.
• Deliver senior-level assistance to Treasury/trading users with market-data tools.
• Maintain IT asset management records and lifecycle data.
• Coordinate with Project Governance, APAC teams and vendors on projects and escalations.

Skills

End-user computing

Virtual Desktops

Windows & M365

VMware

ITIL

Vendor management

Leadership

English & Cantonese

Education

University degree in IT/CS

Tools

Bloomberg

Refinitiv/LSEG

EBS

Job description

Join a leading financial institution in Hong Kong as Senior Associate - End User Services & Trade Floor Support. You will oversee the delivery of frontline technology services for business users, Treasury and trading teams, combining hands-on technical support with supervision of a small IT Service Management team.

This role offers a strong platform for an experienced IT support professional to take ownership of end-user technology, virtual-desktop environments, trade-floor applications and daily IT operations within a fast-paced banking environment.

About the Role

Reporting to the VP, Team Head - IT Service Management, you will supervise a team of three and help ensure the stable, secure and efficient operation of user-facing technology services. You will work closely with APAC, Head Office, Project Governance and external vendors to resolve issues, implement new solutions and maintain high service standards for critical business and Treasury users.

Key Responsibilities

• Supervise the day-to-day delivery of end-user support, trade-floor technology services and IT operations, ensuring incidents, service requests and operational activities are handled promptly and to agreed standards.
• Manage end-user computing environments, including virtual desktops, endpoint-management platforms, patch deployment, cyber-hygiene controls and related system-management tools.
• Provide hands-on technical support and troubleshooting for desktops, VDI, Microsoft Windows, Microsoft 365, VMware and associated infrastructure or business-support services.
• Deliver senior-level technical assistance to Treasury and trading users, supporting market-data and trading tools such as Bloomberg, Refinitiv/LSEG, EBS, dealer boards and relevant Head Office applications.
• Maintain robust IT asset-management controls, ensuring hardware and software inventories, ownership records, lifecycle information and related documentation remain complete and accurate.
• Support regional and Head Office technology projects, system rollouts and service improvements, coordinating with Project Governance, APAC teams and vendors on implementation, maintenance, escalations and issue resolution.

Requirements

• University degree in Information Technology, Computer Science, Information Systems or another relevant technical discipline.
• At least 6 years of experience in IT operations, end-user computing, infrastructure support or technical service delivery within a sizeable organization; banking or financial-services exposure is strongly preferred.
• At least 2-3 years of experience leading, supervising or coordinating a technical-support, ITSM or service-operations team.
• Strong technical experience in desktop and endpoint support, virtual desktop infrastructure, endpoint-security controls and platform troubleshooting, including Microsoft Windows, Microsoft 365 and VMware.
• Hands-on knowledge of Treasury, market-data or trading applications, such as Bloomberg, Refinitiv/LSEG, EBS and dealer boards.
• Familiarity with ITIL processes, IT controls and vendor-management practices, with strong communication skills and fluency in English and Cantonese; ITIL, CCNA or MCITP certification and Mandarin capability are advantageous.