IT Support & Projects Lead

Role Purpose

The IT Support & Projects Supervisor is responsible for ensuring the smooth and efficient day-to-day operation of Hong Kong Tramways’ IT systems and infrastructure, while leading IT improvement initiatives aligned with the strategic direction defined by RATP Dev APAC IT and the Hong Kong Tramways Managing Director.

This role serves as the key local bridge between operational teams, HQ IT support, and regional IT leadership to ensure reliability, security, and continuous improvement of IT services.

Key Responsibilities

IT Support & Daily Operations

• Provide responsive IT support and maintain the reliability, security, and performance of workplace technologies, including end-user devices, business applications, networks, servers, and related IT infrastructure.
• Responsible for incident management, user onboarding, asset lifecycle management, system monitoring, security compliance, documentation, and coordination with external service providers to ensure business continuity and service quality.

IT Coordination with HQ

• Act as the primary point of contact between Hong Kong Tramways and RATP Dev IT teams, ensuring effective communication, incident escalation and resolution, alignment of local requirements with group IT standards, and verification of IT recharge costs and services provided by HQ.

IT Projects & Improvements

• Lead and coordinate IT projects from planning through implementation, including infrastructure upgrades, software deployments, and digital transformation initiatives. The role works closely with stakeholders to define requirements, manage project delivery, oversee testing and user adoption, and identify opportunities to enhance system reliability, operational efficiency, cybersecurity, and user experience

Cross-functional Collaboration (Data Topics)

• Partner with internal departments on technology and data-related initiatives by providing technical support, system access coordination, and IT expertise, while ensuring data ownership and governance remain with the respective business functions

Profil De Candidat Recherché Profile & Qualifications

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 7-10 years of experience in IT support, infrastructure, or systems management.
• Proven experience in small IT projects management and delivery
• Experience in operational or industrial environments is an advantage.

Technical Skill

• Strong knowledge of end-user IT support, workplace systems, network and infrastructure administration, and VMware server management.
• Hands-on experience with Microsoft technologies, including Microsoft 365 and Windows environments, as well as SaaS business applications such as HRIS, CMMS, and Finance/Accounting systems.
• Familiarity with IT service management tools (ticketing systems)
• Basic understanding of cybersecurity practices

Soft Skills

• Excellent communication skills in both English and Cantonese
• Hands-on, proactive, and service-oriented mindset
• Strong troubleshooting and problem-solving skills
• Ability to manage priorities in a dynamic operational environment
• Team player with structured and organized approach

Key Success Factors

• High system availability and reliability.
• Strong user satisfaction and service quality.
• Successful delivery of IT projects on time and within scope.
• Effective collaboration with HQ IT and local teams.