Service Desk Lead (Assistant to Service Desk Manager) (ITSM, Retail/Store Support)

Classy Wheeler Limited; Hong Kong; On-site; HKD 240,000 - 360,000; Full time

Job summary

Classy Wheeler Limited in Hong Kong seeks a Service Desk Lead (Assistant to Service Desk Manager) to oversee service quality, guide the team, and ensure fast resolution of retail store incidents. Based in Kowloon Bay, you will manage daily tickets, monitor SLAs, and coordinate cross-functional IT projects.

The role requires at least three years of hands-on IT Service Desk experience, leadership in a service desk or call center, and familiarity with ITIL/ISO20000 and ServiceNow.

Qualifications

• Minimum of three years of hands-on IT Service Desk experience.
• Experience in retail, food & beverage, or multi-site store support operations.
• Demonstrated experience as a team leader or supervisor in a Service Desk, Call Center, or NOC environment.
• Solid experience with IT Service Management frameworks and enterprise ticketing tools such as ServiceNow.
• Practical knowledge of ITIL-based processes and ISO20000 service management best practices.
• Strong analytical and decision-making abilities with a focus on customer service.
• Excellent communication and interpersonal skills with both technical and non-technical users.
• Adaptable and resilient under pressure in a dynamic environment.
• Fluent in spoken and written English and Chinese.

Responsibilities

• Act as the assistant to the Service Desk Manager to oversee service quality, team performance, and operations.
• Supervise IT Service Desk staff with guidance, coaching, and daily support.
• Prioritize daily IT Service Desk tasks with emphasis on store support to resolve incidents swiftly.
• Administer the ServiceDesk ticketing system to log, track, escalate, and resolve requests within SLAs.
• Monitor IT system performance and metrics to identify issues and initiate timely escalations.
• Collaborate with cross-functional teams on IT projects and strategic initiatives.
• Develop, review, and maintain standard operating procedures and ensure documentation is followed.
• Conduct IT management meetings and prepare performance reports for stakeholders.
• Perform ad-hoc operational tasks as required by the Service Desk Manager.

Skills

IT Service Desk

Team Leadership

ITIL Knowledge

ServiceNow

Customer Service

Bilingual English/Chinese

Tools

ServiceNow

Job description

Service Desk Lead (Assistant to Service Desk Manager) (ITSM, Retail/Store Support)

Client Description

Company Description: A leading telecommunications and technology service provider offering comprehensive ICT solutions, mobile services, and broadband network infrastructure.

• Location: Kowloon Bay
• Nature: Renewable Contract (12 months)

Job Description

• Act as the assistant to the Service Desk Manager to oversee overall service quality, team performance, and operational excellence.
• Supervise IT Service Desk staff by providing front-line guidance, coaching, and daily support to maintain smooth team operations.
• Oversee and prioritize daily IT Service Desk tasks with a focus on store support services to ensure swift resolution of retail outlet incidents.
• Administer the ServiceDesk ticketing system to ensure user requests and incidents are properly logged, tracked, escalated, and resolved within established SLAs.
• Monitor IT system performance and metrics continuously to identify affected areas and initiate timely escalations.
• Collaborate with cross-functional teams to drive and implement IT projects and strategic initiatives within scope and schedule.
• Develop, review, and maintain standard operating procedures while ensuring all operational documentation is strictly followed.
• Conduct regular IT management meetings and prepare comprehensive performance reports for stakeholder reviews.
• Perform ad-hoc operational assignments as required by the Service Desk Manager.

Job Requirements

• Possess a minimum of three years of relevant hands‑on experience in IT Service Desk support roles.
• Hold prior working experience in retail, food and beverage, or multi‑site store support operations.
• Demonstrate proven experience as a team leader or supervisor in a Service Desk, Call Center, or Network Operations Center environment.
• Exhibit solid experience with IT Service Management frameworks and enterprise ticketing tools such as ServiceNow.
• Possess practical knowledge of ITIL‑based processes and ISO20000 service management best practices.
• Demonstrate strong analytical and decision‑making abilities paired with a dedication to delivering superior customer service.
• Maintain excellent communication and interpersonal skills to engage effectively with both technical teams and non‑technical business users.
• Display adaptability and resilience while managing work effectively under pressure in a dynamic environment.
• Maintain professional fluency in spoken and written English as well as Chinese.

Others

• Work a five‑day rostered shift week including regular Saturday and Sunday coverage based on operational demands.
• Flexible to cover rostered shift hours spanning from 09:00 to 18:00 or 12:00 to 21:00 as required by business needs.
• Immediate availability is highly preferred for this urgent opening.