Responsibilities:

• Oversee and make decisions on the performance of IT Service Desk and end‑user support services.
• Track IT support requests and prepare monthly management reports and analyses for ITD, supporting service reviews and planning.
• Draft meeting agendas, minutes, and monthly service reports covering service level achievements, fault analysis by location, staff performance, and trend analysis.
• Coordinate with relevant personnel to attend monthly performance review meetings with ITD, monitoring progress and addressing issues related to IT Service Desk and end‑user support.
• Participate in client‑requested meetings as required.

Requirements:

• Degree holder from a Hong Kong university, an overseas institution recognized for Hong Kong residents, or equivalent; alternatively, a higher diploma in computer studies from a Hong Kong polytechnic/polytechnic university, or a diploma from a registered post‑secondary college.
• Minimum of 7 years’ management experience in end‑user support service delivery within the computing field, with a proven track record in managing support services and transition projects of similar scale.
• ITIL v4 certification at the Strategist level is an advantage.