SW8867 | 20 Oct 2025 Assistant IT Helpdesk Manager (AI / ITIL, 30-40K)
  • Manage and oversee a team of service desk agents, providing mentorship, conducting performance reviews, and facilitating training.
  • Drive the team to build and maintain a comprehensive knowledge base and standard operating procedures (SOPs) for various customers.
  • Oversee the timely resolution of IT incidents and requests, ensuring adherence to SLAs.
  • Manage the incident management process to ensure effective handling and resolution of IT issues.
  • Oversee change management processes to ensure minimal disruption to service delivery.
  • Drive initiatives to identify and implement enhancements to service desk processes.
  • Act as the escalation point for complex issues and oversee efforts to improve user satisfaction through feedback initiatives.
  • Manage periodic quality checks to ensure service desk standards and compliance are maintained.
  • Manage and handle customer complaints, developing corrective action plans as needed to address issues.
  • Manage projects related to service desk initiatives, ensuring timely delivery and alignment with organizational goals.
  • Manage participation in customer review meetings to gather feedback and address concerns.
  • Oversee teams to ensure compliance with ISO audit requirements.
  • Manage the analysis of performance metrics and prepare reports for management review.
  • Bachelor’s degree in computer science or a related discipline.
  • At least 3 years of IT support experience, with 1-2 years in a supervisory role.
  • Strong knowledge of ITIL and ITSM frameworks, with specific experience in ServiceNow.
  • Experience with Configuration Management Database (CMDB) and asset management.
  • Proficiency in Excel, including experience with pivot tables.
  • Experience in utilizing AI and RPA technologies to enhance service desk operations is preferred in advance.
  • Experience in conducting root cause analysis to resolve recurrent issues is preferred in advance.
  • Background in programming logic to assist in problem-solving and process automation is preferred in advance.
  • Good command of written and spoken English, Cantonese, and Mandarin.
  • Benefits:
  • 30-40K Depends on Experience
  • 10-20 Days Annual Leave
  • 5-day Work Week
  • Friendly and Energetic Working Environment

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