Service Desk Lead — Retail ITSM & Team Coach

Classy Wheeler Limited; Hong Kong; On-site; HKD 420,000 - 600,000; Full time

Job summary

Classy Wheeler Limited in Hong Kong is seeking a Service Desk Lead (Assistant to Service Desk Manager) to oversee service quality and team performance across ITSM and retail store support. You will supervise front-line staff and ensure incidents are logged, tracked, and resolved within SLAs.

This role requires at least three years in IT Service Desk, experience in retail operations, ITIL/ISO20000 familiarity, and fluency in English and Chinese.

Qualifications

• Minimum three years of hands-on IT Service Desk experience.
• Experience in retail or multi-site store support operations.
• Proven leadership or supervision in service desk / call center.
• Solid knowledge of ITIL processes and ISO20000 practices.
• Experience with enterprise ticketing tools such as ServiceNow.
• Strong communication with technical and non-technical users.
• Fluent in English and Chinese.

Responsibilities

• Oversee service quality, team performance, and operations.
• Provide front-line guidance and daily support to IT Service Desk staff.
• Prioritize daily IT Service Desk tasks for store support and incident resolution.
• Administer ticketing system to log, escalate, and resolve requests per SLAs.
• Monitor IT system performance and escalate issues in a timely manner.
• Collaborate with cross-functional teams on IT projects and initiatives.
• Develop and maintain standard operating procedures.
• Prepare performance reports for stakeholders.
• Handle ad-hoc operational tasks as required.

Skills

Team leadership

IT Service Management

Customer service

Analytical thinking

Communication

Tools

ServiceNow

Job description

Classy Wheeler Limited in Hong Kong is seeking a Service Desk Lead (Assistant to Service Desk Manager) to oversee service quality and team performance across ITSM and retail store support. You will supervise front-line staff and ensure incidents are logged, tracked, and resolved within SLAs.

This role requires at least three years in IT Service Desk, experience in retail operations, ITIL/ISO20000 familiarity, and fluency in English and Chinese.