Total 2 site manager job vacancies in Customer Service category in Hong Kong

Our client a Information Technology company is looking to hire Workplace Support Manager

Job Responsibilities:

• Act as the dedicated single point of contact on Workplace Support services;
•  Monitor and ensure timeliness, quality, and overall effectiveness on service performance on Service Desk and Workplace Support services;
• Review special Service Request that warrant special attention or require further follow-up, if any;
• Review and allocate manpower/ resources at field level;
• Provide analysis on service efficiency and effectiveness and recommends areas for improvement;
•  Organize regular meeting for services performance review;
• Formulate the due diligence, transition, implementation and risk mitigation plan;
• Formulate and continuously improve escalation procedure to facilitate complex problem resolution;
• Coordinate service support resources when specific skills are needed;
• Deliver on demand incident reports, monthly SLRs report, incident performance trend analysis reports and fault pattern analysis reports as well as conduct weekly review meeting and monthly service review meetings with the Employer; 
• Ensure premium services quality and immediate problem resolution; and
• Manage ongoing operations and support issue.
  
  

• Bachelor degree of a relevant discipline and at least 10 years of IT working experience, with at least 5 years in workplace support operations and minimum 3 years in a supervisory or managerial role
•  ITIL certified
• Proven experience in infrastructure technology management
• Proficiencies in project management and technical knowledge
• A continuous learner that stays abreast with industry knowledge and technology
• An advanced degree in a relevant field is a plus
• Relevant certifications, such as CCNP, AWS Certified Cloud Practitioner, or CompTIA Project+, are a plus

Our client a leading Information Technology company is looking to hire End User Field Services - Site Lead (Onsite Support Lead).

Job Responsibilities:

• Team Lead role at the customer site for IT Workplace support and/or infrastructure;
• Responsible for actively monitoring incident and service request ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools to meet the Service level;
• Act as first point of contact for new scope requirements and BAU Escalation;
• Accountable in developing a comprehensive understanding of the Asia region’s IT requirements;
• Compile monthly progress report on overall status of BAU support, ad-hoc projects and initiatives, including support KPIs;
• Responsible for providing prioritization of tasks and projects on the daily basis
• Develop relationship with the region stakeholders to serve as trusted lead to the business users
• Have a good understanding of IT Service Management for the client company
• Ensure the end users receive high quality operational end user deskside support
• VIP support

• Bachelor’s degree in IT / IS discipline or equivalent;
• At least 5 years’ experience in end user support; which included 1 to 2 years’ experience leading a team of 3 to 5 engineers; 
• Advantage to have MNC support experience or working for Transportation industries
• Very good support knowledge in MS Windows 10 and Office suite of product
• Basic knowledge of IT Infrastructure (Network topologies, VPN, Firewall, Wintel server etc.) enough knowledge to isolate end user problems and level 1 local server support
• Customer focus, with exceptionally good customer service, inter-personal and telephony skillsets;
• Process oriented and able to multi-tasked;
• Team player who is self-motivated, self-disciplined and initiative;
• Mentoring/teaching and team management;
• Able to manage Small local project and able to provide regular status update and highlight issues;
• Proficient in written English & Chinese; Fluent in spoken English and Cantonese; Ability to communicate in Mandarin is an advantage;
• Support management in the execution and continuous improvement of services and operations;
• Working location at client sites and willing to travel for business needs;
• ITIL V3/V4, PMP certification is preferred;