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ConnectedGroup Limited

Desktop Support Team Lead, MNC

ConnectedGroup Limited Hong Kong Last 3 days to apply
Posted 1 day ago In-Office Job Permanent Negotiable

A prestigious MNC with presence across the globe is now looking for a Desktop Support Team Lead to join their team. This team lead is responsible for overseeing the daily operations of the service desk team and ensuring the delivery of high-quality technical support services to our internal users.

Responsibilities

  • Lead and guide a team of service desk analysts, providing guidance and support in day-to-day operations
  • Monitor and manage the service desk queue, ensuring incidents and requests are prioritized, assigned, and resolved efficiently
  • Provide hands-on support especially for VIPs
  • Collaborate with other IT teams and departments to resolve complex technical issues and escalations.
  • Develop and maintain service desk performance metrics and reports, identifying areas for improvement and implementing process enhancements.
  • Review and improve service level agreements (SLAs) for the Group

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • Proven experience in a service desk or technical support role, with at least 1 year of experience in a leadership or supervisory position.
  • Strong technical knowledge and troubleshooting skills across a wide range of hardware, software, and network systems.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
  • Demonstrated leadership abilities, including team management, performance coaching, and conflict resolution.
  • Solid understanding of IT service management (ITSM) principles, processes, and tools.
  • Familiarity with incident management, problem management, and change management practices.
  • ITIL certification or other relevant certifications are a plus.

This company will offer competitive benefits as well as medical insurance eligible for depends and a generous number of annual leave entitlement.

Interested individuals, please contact and send your CV to Mannie CHIU at mannie.chiu@connectedgroup.com for more details. For other available opportunities, please visit www.connectedgroup.com

job_description_image
Job ID  A025160 (AMKN-624287
ABOUT COMPANY
Hong Kong
52 Employees Accounting & Finance
Established in 1997 In Hong Kong, ConnectedGroup is a regional executive recruitment and search consultancy with broad coverage across a range of func...
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