Supervisor

Job Duties:

• Regularly monitor and review support service metrics to ensure SLA compliance and alignment with client expectations
• Advise the support team and client stakeholders on service improvements and incident resolution
• Serve as the main contact for client escalations, maintain strong stakeholder relationships, ensure client satisfaction, and provide monthly reports to key stakeholders
• Manage complex technical issue resolution, coordinate IT teams, and ensure root cause analysis is completed to prevent recurrence
• Monitor service delivery performance, generate reports on service metrics, and implement improvements to optimize efficiency and quality
• Plan and coordinate staff rosters to ensure adequate support coverage, balanced workload distribution, and alignment with operational requirements
• Perform onsite support duties, including emergency onsite support when required, to address client needs, resolve technical issues, and ensure smooth service delivery

Requirements:

• Higher Diploma or above in Information Technology, Computer Science or related discipline
• At least 3 years of experience in IT service delivery or support, preferably in helpdesk or onsite IT support environments
• Good knowledge of ITIL best practices and service management frameworks
• Strong analytical, communication, and interpersonal skills
• Ability to manage multiple client accounts and handle escalations effectively
• Proficient in-service management tools, ticketing systems, and remote support technologies
• Strong problem-solving ability with a customer-focused mindset
• Good written and spoken English and Chinese
• Proficient in  MS Office application

Benefits:

5-Day Work Week

Double Pay and Discretionary Bonus

Medical Insurance

Birthday Leave

Staff Recreational Activity

Attractive remuneration package will be offered to the right candidates. Interested parties please provide your full resume with current and expected salary, available date by clicking "Quick apply“.

All information provided by applicants will be treated in strict confidence and used for recruitment purpose only. All personal data of unsuccessful applicants will be retained for 6 months for future recruitment purpose and will then be destroyed.