IT Service Delivery Manager (Technical Support & IT Operations)

Key Responsibilities

Hands-on Technical Support & Troubleshooting

• Provide technical expertise and hands-on support for complex IT incidents and escalations.
• Investigate and troubleshoot Windows operating systems, Microsoft 365, Active Directory, hardware, software, networking, VPN and endpoint-related issues.
• Support technical diagnosis, incident investigation and resolution across Helpdesk and onsite IT support teams.
• Coordinate with technical specialists, infrastructure teams and third-party vendors for advanced troubleshooting and issue resolution.
• Conduct root cause analysis (RCA) and recommend permanent solutions for recurring technical incidents.

IT Service Delivery & Operational Support

• Monitor daily Helpdesk and onsite Proximity Support operations to ensure services meet agreed SLAs, KPIs and quality standards.
• Review incident queues, ticket ageing, service requests and unresolved technical issues.
• Provide technical advice and guidance to support engineers and service desk teams.
• Ensure proper incident escalation, technical documentation and timely resolution.
• Identify operational weaknesses and implement practical service improvements.

Client Escalation & Stakeholder Management

• Act as a key point of contact for complex technical escalations and service delivery issues.
• Work closely with client stakeholders to understand technical requirements and resolve service concerns.
• Coordinate incident updates, corrective actions and service improvement initiatives.
• Support service review meetings by providing technical insights, incident analysis and improvement recommendations.

ITSM, Reporting & Continuous Improvement

• Ensure compliance with ITIL-based Incident, Problem, Change and Service Request Management processes.
• Monitor and analyse service performance using ITSM tools and operational reports.
• Prepare SLA/KPI reports, incident trends and technical service performance analysis.
• Recommend and implement improvements to increase service efficiency, reduce recurring incidents and enhance customer satisfaction.

Requirements

Technical Experience – Essential

• Minimum 3 years of experience in IT technical support, Helpdesk, Desktop Support, End User Computing (EUC), infrastructure support or IT service delivery.
• Proven hands-on experience troubleshooting enterprise IT incidents and resolving technical escalations.
• Strong technical knowledge of Windows operating systems, Microsoft 365, Active Directory, endpoint devices and common networking issues.
• Familiarity with ITSM/ticketing platforms such as ServiceNow, Jira Service Management or equivalent systems.
• Experience supporting remote and onsite technical support operations.
• Good understanding of ITIL principles, incident management, problem management and SLA monitoring.
• Ability to perform technical investigation, root cause analysis and service improvement activities.
• Strong analytical, troubleshooting, communication and client-facing skills.
• Degree or diploma in Information Technology, Computer Science or related discipline, or equivalent practical experience.

Preferred Qualifications

• Experience supporting enterprise or multinational clients.
• Exposure to luxury retail IT environments, POS systems, retail applications or store infrastructure.
• Experience in L2/L3 support, infrastructure support or advanced technical escalations.
• Knowledge of endpoint management, remote support tools and cybersecurity fundamentals.
• Experience preparing technical performance reports and service improvement recommendations.
• ITIL certification or relevant Microsoft/IT technical certifications.
• Ability to communicate in English, and Cantonese will be an advantage.

Who We Are Looking For

We are particularly interested in candidates who:

• Have progressed from a hands-on technical support, Desktop Support, EUC or infrastructure support background.
• Are confident troubleshooting technical issues rather than simply assigning tickets to other teams.
• Can communicate effectively with engineers, clients and senior stakeholders.
• Understand both technical problem resolution and IT service delivery performance.
• Are comfortable working in an individual-contributor/advisory capacity without direct people-management responsibilities.

If you have strong technical troubleshooting experience and are ready to take on broader service delivery responsibilities, we encourage you to apply.