Operations Manager (IT Support) - Trilingual

Operations Manager (IT Support) - Trilingual

Master Concept is an esteemed technology advisor and Managed Service Provider (MSP) based in the APAC region. We specialise in cloud solutions and cutting-edge technologies that help businesses accelerate digital transformation. We are dedicated to the growth and development of our staff in critical thinking, collaboration, creativity, and communication. At Master Concept, we follow a mentorship approach and guide our employees on their career paths. Join our team to be part of a dynamic company that values personal and professional growth while delivering exceptional solutions to our clients.

Responsibilities:

• Act as the primary point of contact for escalated customer reported issues, ensuring prompt investigation and resolution while maintaining a high level of professionalism and customer satisfaction.
• Supervise the IT operations engineers, offering guidance and support to ensure the team operates smoothly.
• Develop and ensure roster reflects the necessary skills and qualifications of the staff members assigned.
• Share the roster with all team members well in advance. Provide clear information about their assigned shifts, any changes, and the process for requesting swaps or adjustments.
• Oversee and prioritize daily IT tasks, ensuring timely issue resolution and efficient service delivery to customers.
• Manage the Service Desk Ticketing System and provide regular reports for management review and provide suggestions for improvement.
• Ensure all requests and incidents are logged, escalated, tracked, and resolved according to established SLAs.
• Provide prompt responses and clear communication to customers.
• Develop, enhance, and maintain standard operating procedures, ensuring compliance with documentation practices.
• Establish and manage a 24x7 Tier 1 and 2 Service Desk Team.

Requirements:

• Seeking candidates proficient in Cantonese, Mandarin, and English to effectively communicate with multinational clients.
• Higher Diploma/Degree Holder in Computer Science, Information Systems, or related disciplines.
• Proven experience in IT support roles, with a minimum of 3-5 years in a Service Desk or help desk environment.
• Experience in Java, JavaScript, Open JDK, and .NET programming.
• Experience in cloud services and cybersecurity services is preferred.
• Experience in a supervisory or leadership role is preferred.
• Experience with IT service management (ITSM) frameworks and familiarity with service desk ticketing systems.
• Strong understanding of ITIL framework and best practices.
• Passed ITIL v3/v4 Foundation examination.
• Knowledge of ITIL-based service management processes including incident, problem, and change management and ISO20000 best practices is preferable.
• Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and meet deadlines.
• Strong problem-solving and decision-making abilities, with a focus on providing excellent customer service and user satisfaction.
• Effective communication and interpersonal skills, with the ability to interact with technical and non-technical stakeholders at all levels of an organization.

Other Requirements:

• Willing to work in a competent, challenging, and team-working environment.
• Willing to learn new technology.
• Work closely with Managed Service Provider Team which provides professional IT support and maintenance services, cloud services, cybersecurity services, and system capacity planning for enterprise and government departments.
• Proficiency in Cantonese, English, and Mandarin.

Your Future Work Life?

• Dress Casual and Smart every day.
• Have your voice heard through Townhalls.
• Attractive package and/or OKR (objective-key-result) bonus.
• Birthday leave.

Company Information

Registration No. 200701022459