Servicedesk Lead (ITIL, Kowloon Bay, $25K-$28K)

Job Duties:

• Assistant Leadership: Act as the Assistant to the Service Desk Manager to oversee overall service quality, team performance, and operational excellence.

• Team Supervision: Supervise IT Service Desk staff, providing front-line guidance, coaching, and support to ensure a smooth-functioning team.

• Store Support Management: Oversee and prioritize daily IT Service Desk operational tasks, with a strong focus on store support services (ensuring swift resolution of retail/outlet-related incidents).

• Incident & SLA Management: Manage and administer the ServiceDesk ticketing system (e.g., ServiceNow), ensuring requests and incidents are logged, escalated, tracked, and resolved within agreed SLAs.
  

Job Requirement:

• F.5 or above

• At least 3 years' experience in servicedesk management

• Prior experience in retail, F&B, or store support operations is highly preferred.

• Proven experience as a team leader, supervisor, or senior agent in a Service Desk, Call Center, or NOC environment is a definite advantage.

• Solid experience with IT Service Management (ITSM) frameworks and ticketing systems (e.g., ServiceNow) is required.

• Knowledge of ITIL-based processes (Incident, Problem, and Change Management) and ISO20000 best practices is preferable.

If interested for the above position, please send detailed resume with current and expected salary as well as date of availability through Apply now.

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