Service Desk Lead: ITIL, ServiceNow & Process Improvement

Classy Wheeler Limited; Hong Kong; On-site; HKD 334,800 - 502,200; Full time

Job summary

A leading telecom solutions provider in Hong Kong is seeking an IT Service Desk Manager to oversee daily operations and ensure high user satisfaction. The role involves managing a team, driving developments in knowledge base processes, and adhering to Service Level Agreements. Candidates should possess a Bachelor’s degree in Information Technology and at least 3-5 years of IT support experience, including supervisory roles. Proficiency in ITIL, ServiceNow, and both English and Cantonese is required.

Qualifications

• 3-5 years experience in IT support, including supervisory experience.
• Strong knowledge of ITIL and ITSM frameworks, practical experience with ServiceNow.
• Proficient in advanced Excel for data analysis and reporting.

Responsibilities

• Manage daily operations of the IT Service Desk Call Centre.
• Lead and mentor service desk agents, conducting performance reviews.
• Ensure timely resolution of IT incidents and service requests.

Skills

ITIL knowledge

ITSM frameworks

ServiceNow

Microsoft Excel (advanced functions)

Bilingual in English and Cantonese

Education

Bachelor’s degree in Information Technology

Tools

Configuration Management Database (CMDB)

Artificial Intelligence (AI)

Robotic Process Automation (RPA)

Job description

A leading telecom solutions provider in Hong Kong is seeking an IT Service Desk Manager to oversee daily operations and ensure high user satisfaction. The role involves managing a team, driving developments in knowledge base processes, and adhering to Service Level Agreements. Candidates should possess a Bachelor’s degree in Information Technology and at least 3-5 years of IT support experience, including supervisory roles. Proficiency in ITIL, ServiceNow, and both English and Cantonese is required.