Service Desk Lead: ITSM & Retail 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

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.