Microware Limited

Service Delivery Manager / Helpdesk Supervisor

Microware Limited
Kwun Tong
Posted on 11-Jan-22

Service Delivery Manager / Helpdesk Supervisor

Microware Limited

Job Highlights

  • Manage 7 x 24 operation
  • Bachelor’s degree in Computer Science
  • 3 yrs+ IT Experience & 1 yrs+ Team Lead

Job Description

Job Highlights

  • Manage 7 x 24 operation
  • Work closely with external vendor and internal entities
  • Develop operational strategies
  • Strong communication skills are required

Job Responsibilities:

  • Maintaining positive relationships with customers.
  • Identifying customer needs and overseeing service delivery.
  • Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
  • Determining ways to reduce costs without sacrificing customer satisfaction.
  • Oversee day to day 7 x 24 technical support to evaluate problems, perform impact analysis and recommend workarounds and solutions
  • Assessing customer feedback and using your creativity to establish, improve, and refine services.
  • Remaining organized and meeting deadlines.
  • Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
  • Coach and be coached on new skills (i.e. technical and soft skills)
  • Continuous improvement to meet business needs
  • Handle VIP or Urgent case

Job Requirements: 

  • Bachelor’s degree or above in Computer Science or related fields
  • Minimum 3-5 years relevant IT experiences including at least two (2) years of experience in project management at least one (1) years of experience in managing at least one IT team
  • Technical Support, Impact Analysis, Solutions
  • Coordinate with service desk, infra, vendors, user
  • ITIL Expert / PMP / Prince 2
  • Solid knowledge in Linux, Unix and WinTel platform environments, web technology, job scheduling, storage, backup and monitoring tools
  • Hands on experience on problem isolation and trouble shoot
  • Good team leader to drive motivation and skill up the team
  • Proactive, Independent, and able to work under pressure
  • Strong control sense business continuity, able to identify potential risk and provide valid recommendation
  • Good command of written and spoken English and Chinese. Good in Putonghua is an advantage. Strong language skill is an advantage
  • Less experience or qualification will be considered as Helpdesk Supervisor 
  • Immediate Available is an advantage

We offer attractive remuneration package to the right candidate. Interested parties please send your full resume with present and expected salary by clicking "Apply Now". 

* Personal information collected will be used for recruitment purpose only

Additional Information

Career Level
Years of Experience
3 years
Job Type
Full Time, Permanent

Company Overview

Microware Limited - a member of Microware Group Limited (Stock Code: 1985), is a Hong Kong based IT infrastructure solutions provider with over 30 years of experience in providing IT solution services for Hong Kong Government, educational institutions, public bodies and commercial organizations.

From deploying basic infrastructure blocks and provisioning services via the cloud to enabling enterprise mobility and empowering innovation, Microware offers a one-stop destination for tailor-made solutions that are backed by strong partnerships, a wide breadth of value-added services and certified processes.

Aligned with the growth of our sales professionals and technical expertise, we now cordially invite high caliber individuals to join us.

You are welcome to visit our website at https://www.microware.com.hk/

Additional Company Information

Information Technology
Benefits & Others
Education allowance, Medical insurance, Performance bonus, Five-day work week