IT Service Desk & Operation Supervisor

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Work type: Permanent
Location: Eastern
Categories: Information Technology

The Job

• Supervise the IT operations/hotline staffs, providing guidance and support to ensure smooth functioning of the team.
• Oversee and prioritize daily IT operational tasks, ensuring timely resolution of issues and efficient service delivery to end-users.
• Manage and administer the ServiceDesk ticketing system (ServiceNow) function, ensuring that requests and incidents are logged, escalated, tracked, and resolved within agreed OLAs and SLAs.
• Monitor IT system performance and metrics, identifying affected areas and taking appropriate escalation timely.
• Manage and administer job scheduling tool (Control-M).
• Collaborate with cross-functional teams to implement IT projects and initiatives, ensuring successful delivery within scope, timeline, and budget.
• Develop, improve, and maintain standard operation procedures and documentation are being followed.
• Maintain the service level of service contracts and vendors for the Data Centre.
• Carry out Data Centre hardware movement control, govern the inventory and documentation update.
• Handle procurement process for Operation and ServiceDesk team.
• Conduct regular IT management meetings and prepare management report for operations/hotline team.
• Perform ad hoc assignments as required.

The Person

• Degree Holder in Computer Science or related disciplines.
• Minimum of 15 years relevant experience in computer operation, Service Desk support, and Data Centre controls, preferably with experience in Control-M administration, configuration, and scheduled job monitoring.
• Experience with IT service management (ITSM) frameworks and familiarity with service desk ticketing systems ServiceNow is required.
• 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 technical background in UNIX and database administration, data communication, and Windows servers would be an advantage.
• Knowledge of SQL statements would be an advantage.
• Excellent 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 the organization.
• Aware of changes needed, willing to change and drive the change.
• Mature, dynamic, self-motivated, and able to work under pressure.
• Proficiency in spoken and written English and Chinese.