Service Manager (IT Systems, Presales & Post-sales)

Classy Wheeler

  • Hong Kong
  • Permanent
  • Full-time
  • 19 days ago
Company Description: A leading technology integrator specializing in providing innovative IT solutions to businesses across various sectors. The company's focus is on delivering exceptional value and fostering long-term partnerships with clients.Nature: PermanentJob Title: Service Manager (IT Systems, Presales & Post-sales)Responsibilities
  • Lead a technical support team to deliver high-quality support and ensure all Service Level Agreements (SLAs) are met.
  • Provide technical support to customers, troubleshooting and resolving issues across a wide range of IT systems, including servers, storage, virtualized platforms, HCI, and network solutions.
  • Manage and ensure the proper closure of all support cases in adherence to ISO20000 guidelines.
  • Identify and efficiently resolve customer problems to restore their IT services promptly.
  • Lead and coordinate communication with both customers and vendors to quickly resolve complex technical issues.
  • Support presales activities, including solution presentations, proposal composition, and demonstrations.
  • Chart the technical development of team members to meet the evolving needs of IT solutions.
Requirements
  • A bachelor's degree in Information Technology or a related field is required.
  • At least seven years of IT experience in customer service and support, with a minimum of two years in a supervisory role.
  • Must have solid experience with server virtualization platforms (e.g., VMware), storage systems (e.g., NetApp), backup and restore solutions, Windows Server, Linux, and network products.
  • Excellent communication and interpersonal skills are essential for interacting with customers and vendors.
  • Proven ability to analyze and solve complex technical issues effectively.
  • Strong leadership skills with the ability to motivate and guide a technical support team.
  • Experience in supporting government customers' IT systems is a definite advantage.
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