Manager, Asia Service Desk

Job Title: Manager, Asia Service Desk
Contract Type: Permanent
Location: Hong Kong
Salary: Bonus
Reference: 10249_1574653636
Contact Name: Gigi Hung
Contact Email:
Job Published: November 25, 2019 11:47

Job Description

Due to rapid expansion, our client an international legal and business professionals is currently looking for a Manager, Asia Service Desk to manage their Service Desk management and End User Services teams in Asia.

We are now seeking for a MANAGER, ASIA SERVICE DESK


  • Responsible for the delivery of business technology solutions across the APAC region as well as day-to-day management and leadership for the Hong Kong 2nd line engineers
  • Ensure all new business impacting technologies is successfully delivered and integrated into the business as usual operations
  • Ensure all aspects of local IT support activities are made in line with the local, regional and Global IT strategy and roadmap ensuring local considerations are considered
  • Participate in system/process reviews and the analyses of existing business processes to identify improvement areas
  • Evaluate new technology products introduced by global IT and define the appropriate deployment method for the region, providing training and educating staff on how to deploy and support
  • Evaluate and design meeting room audio and video equipment for the APAC offices, including a unified communication system. Help to bridge the gap between business needs and technology solutions through innovative designs
  • Provide technical expertise and help in execute large-scale technology transformation projects across the region
  • Design and conduct technical training to regional 2nd line engineers to ensure knowledge levels are consistent throughout the region
  • Help in ensuring the APAC IT team focuses and delivers on maintaining a cost-effective service together with the managers of Service Management and Infrastructure teams
  • Proactively review the Service Improvement Plans in conjunction with the business community to continually improve the effectiveness and overall performance of the 2nd line support function
  • Coordinate and co-work with global technology support groups and departments to ensure effective incident resolution and service delivery
  • Provide procurement support to the team and liaise with expertise in specific areas, namely desktop hardware, desktop software, remote services, user administration and training
  • Provide support to regional offices for local IT projects as needed
  • Ensure global policies and procedures are adopted and applied by the Hong Kong team


  • At least 8 years of experience in technical support ideally in a regional role, preferably in a law firm or MNC
  • Experienced in leading a team of 4-5 members and managing budgets
  • Strong technical skills across end-user desktop applications and technologies, meeting room technologies and mobile/remote working technologies a prerequisite (e.g. RAV/VPN, Token & secure ID, Blackberries)
  • Broad knowledge of Network, server, storage and security aspects
  • Proven track record and experience in managing and achieving SLA, service delivery and reporting required
  • Holder of ITIL foundation certification is highly preferred
  • Bachelor's in Computer Science or equivalent
  • Excellent communication and presentation skills
  • Self-starter with strong decision-making and problem-solving skills
  • Excellent at motivating, training and managing team members
  • Must be flexible and able to work in a fast-paced environment
  • Fluency in Cantonese and English, Chinese Mandarin would be a plus

Interested candidate please CLICK apply button to apply online or send your resume in MS Word format to Hillman Ross Recruitment Solution Professional

Please note that only shortlisted candidate will be notified. All information will be treated in strict confidence and solely used for recruitment purposes.

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