IT Service Desk Supervisor

• The working hours are Monday to Friday, from 09:00 to 18:00.

• Supervise the IT Service Desk team, offering guidance and support to ensure smooth operations.
• Oversee daily IT Service Desk tasks, ensuring timely issue resolution and efficient service delivery to users.
• Manage the ServiceDesk ticketing system (e.g., ServiceNow), ensuring that requests and incidents are logged, escalated, tracked, and resolved within agreed SLAs.
• Monitor IT system performance and metrics, identifying issues and escalating them promptly.
• Collaborate with cross-functional teams to implement IT projects and initiatives, ensuring successful delivery within scope, timeline, and budget.
• Develop and maintain standard operating procedures and documentation.
• Conduct regular management meetings and prepare reports for customer meetings.
• Perform ad hoc assignments as needed.

• Bachelor’s degree or higher diploma in Computer Science or related fields.
• A minimum of 7 years of relevant experience in Service Desk support.
• Experience with IT service management (ITSM) frameworks and familiarity with service desk ticketing systems (e.g., ServiceNow) is essential.
• ITIL v3/v4 Foundation certification is required.
• Knowledge of ITIL-based processes, including incident, problem, and change management, along with ISO20000 best practices is preferred.
• Strong leadership and people management skills, capable of motivating a team to achieve goals and meet deadlines.
• Excellent problem-solving and decision-making abilities, focused on customer service and user satisfaction.
• Effective communication and interpersonal skills, able to interact with technical and non-technical stakeholders at all organizational levels.
• Open to change and willing to drive improvements.
• Strong IT project management skills.
• Mature, dynamic, self-motivated, and able to perform under pressure.
• Proficiency in spoken and written English and Chinese.

Classy Wheeler