IT Manager (Customer Services/User Support) [Role: IT Service Desk]
IT Manager (Customer Services/User Support) [Role: IT Service Desk]
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
OFFICE OF INFORMATION TECHNOLOGY
Information Technology Manager (Customer Services/User Support) (Role: IT Service Desk) ()
Reporting to the Senior Information Technology Manager (Customer Services/User Support)of Office of Information Technology the appointee will provide the first line of support to the University community in the use of IT services for the purpose of teaching and learning as well as a business operation.
Responsibilities:
- Assist the Senior IT Manager in developing and implementing the customer service strategies to continue improving user satisfaction;
- Lead and manage the IT Service Desk team to provide high quality of customer service and user support;
- Oversee IT Call Center Helpdesk and Deskside Support functions; develop monitor and analyse the performance metrics & SLA;identify and implement the improvement areas;
- Experience with IT service management tools and processes on ServiceNow;
- Be the focal point of contact for VIP user support;
- Handle major incidents by collaboratingwith different IT teams ensuring swift resolution and communicating effectively with stakeholders;
- Oversee the resolution of technical issues ensuring the service quality with timely and effective solutions;
- Manage user services projects and initiatives to enhance technology adoption and utilisation including preparingtender documents implementation and ongoing support; and
- Perform other IT projects and assignments as needed.
Requirements:
- A bachelors degree in information technology computer science or related discipline;
- At least8 years or above of relevant work experience;
- Proven experience in managing service desk team both in-house and outsource service providers;
- Strong leadership skills with the ability to motivate and manage a team effectively;
- Experience in Robotic Process Automation to streamline the workflow process is an advantage;
- Goodproblem-solving skills with a technology-driven and analytical mindset;
- Commitment to deliver exceptional user service and support;
- Good written and verbal communication skills with the ability to work under pressure; and
- Independent self-motivated quick learner good team player a strong sense of responsibility and able to work under pressure.
Shortlisted candidates will be invited to sit for a written test.
The initial appointment will be made on a fixed-term contract of two -appointment thereafter is subject to performance review and mutual agreement.
Salary will be commensurate with qualifications and experience.
Application Procedure:
Applicants are invited to submit their applications at the HKBU e-Recruitment System. Those who are not invited for interview 8 weeks after submission of the application may consider their applications unsuccessful. Details of the Universitys Personal Information Collection Statement can be found at University reserves the right not to make an appointment for the post advertised and the appointment will be made according to the terms and conditions applicable at the time of offer.
Review of applications is ongoing until the position is filled.
Required Experience:
Manager
Employment Type
Full-Time
