Senior IT Helpdesk Manager / Assistant General Manager (VIP Support) - IC

Classy Wheeler Limited; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

A leading tech firm in Hong Kong is seeking an experienced IT Helpdesk Manager to lead end-user support and drive large-scale technology initiatives. The ideal candidate has extensive knowledge of end-user technologies, strong leadership experience, and excellent analytical skills. Responsibilities include managing ITIL support models and vendor arrangements across multiple locations. The role requires strong communication skills in English and Cantonese, ensuring effective collaboration with stakeholders of all levels. This is a fantastic opportunity to advance your career in a dynamic environment.

Qualifications

• Extensive experience in designing and delivering large-scale end-user technologies projects.
• Significant experience in managing End User Support Service and Operations across multi-office and large user base.
• In-depth technical knowledge in Wintel and Apple platforms.

Responsibilities

• Provide leadership and direction for end-user support and technologies teams.
• Manage large-scale end-user technology program across the group.
• Work with internal clients to understand their requirements and translate them into technology solutions.

Skills

End-User Technology knowledge

Team leadership experience

Analytical skills

Problem-solving skills

Decision-making skills

Vendor management

Communication skills in English and Cantonese

Education

Certifications in MCSE, MCDST, MCP / PMP, Prince 2 / ITIL

Tools

Citrix VDI Solution

MS Office Suite

Exchange

SharePoint

Job description

Client Description

Listed “blue-chip” in Hong Kong

Job Description

Candidates with less experience will be considered as Assistant IT Helpdesk Manager.

Responsibilities

• Provide leadership and directions of the end-user support and technologies teams across engineering management and support services.
• Provide vision on emerging technologies on end-user and collaboration, and design and plan of next-generation End User technologies.
• Oversight of the ITIL support model across the offices through hotline, helpdesk, physical support, and VIP support to provide effective end-user support.
• Manage large scale end-user technology programme across the group.
• Overview of the solutions and design, and provide the appropriate technical guidance over the build and deployment.
• Build and maintain an effective working model between the Technology team, leaders, and other stakeholders across end-user technology planning and deployment.
• Working with internal clients to understand their requirements and translate them into technology solutions.
• Review vendor arrangements and ensure the right expertise and services to deliver the best engineering solutions.

Job Requirements

• Extensive End-User Technology knowledge and experience with large team leadership exposure.
• A strong track record in leading a sizeable End-User Technology engineering team and support team.
• Extensive experience in designing and delivering large scale end-user technologies projects.
• Excellent analytical, problem-solving, and decision-making skills.
• Significant experience in managing End User Support Service and Operations across multi-office and large users base (couple thousands).
• In-depth technical knowledge in Wintel and Apple platform including MS Office Suite, Exchange and SharePoint.
• Strong technical knowledge and experience with Citrix VDI Solution.
• Large scale PC/Mac deployments project experience as well as Mobile Device Management (MDM) for iOS and Android devices.
• Certifications in MCSE, MCDST, MCP / PMP, Prince 2 / ITIL is a great plus.
• Strong Vendor management experience across negotiation and deployment.
• Great communications skill in English and Cantonese.
• Strong interpersonal skills to work with all level of stakeholders from senior management to general staffs.