About This Role
This role is for an IT Service Delivery Manager who will provide hands-on technical support and oversee IT operations. The position suits a candidate with strong technical troubleshooting experience ready to take on broader service delivery responsibilities.
Responsibilities
- Provide technical expertise and hands-on support for complex IT incidents and escalations
- Investigate and troubleshoot Windows operating systems, Microsoft 365, Active Directory, hardware, software, networking, VPN, and endpoint-related issues
- Support technical diagnosis, incident investigation, and resolution across Helpdesk and onsite IT support teams
- Coordinate with technical specialists, infrastructure teams, and third-party vendors for advanced troubleshooting and issue resolution
- Conduct root cause analysis (RCA) and recommend permanent solutions for recurring technical incidents
- Monitor daily Helpdesk and onsite Proximity Support operations to ensure services meet agreed SLAs, KPIs, and quality standards
- Review incident queues, ticket aging, service requests, and unresolved technical issues
- Provide technical advice and guidance to support engineers and service desk teams
- Ensure proper incident escalation, technical documentation, and timely resolution
- Identify operational weaknesses and implement practical service improvements
- Act as a key point of contact for complex technical escalations and service delivery issues
- Work closely with client stakeholders to understand technical requirements and resolve service concerns
- Coordinate incident updates, corrective actions, and service improvement initiatives
- Support service review meetings by providing technical insights, incident analysis, and improvement recommendations
- Ensure compliance with ITIL-based Incident, Problem, Change, and Service Request Management processes
- Monitor and analyze service performance using ITSM tools and operational reports
- Prepare SLA/KPI reports, incident trends, and technical service performance analysis
- Recommend and implement improvements to increase service efficiency, reduce recurring incidents, and enhance customer satisfaction
Requirements
- Minimum 3 years of experience in IT technical support, Helpdesk, Desktop Support, End User Computing (EUC), infrastructure support, or IT service delivery
- Proven hands-on experience troubleshooting enterprise IT incidents and resolving technical escalations
- Strong technical knowledge of Windows operating systems, Microsoft 365, Active Directory, endpoint devices, and common networking issues
- Familiarity with ITSM/ticketing platforms such as ServiceNow, Jira Service Management, or equivalent systems
- Experience supporting remote and onsite technical support operations
- Good understanding of ITIL principles, incident management, problem management, and SLA monitoring
- Ability to perform technical investigation, root cause analysis, and service improvement activities
- Strong analytical, troubleshooting, communication, and client-facing skills
- Degree or diploma in Information Technology, Computer Science, or related discipline, or equivalent practical experience
- Progressed from a hands-on technical support, Desktop Support, EUC, or infrastructure support background
- Confident troubleshooting technical issues rather than simply assigning tickets to other teams
- Able to communicate effectively with engineers, clients, and senior stakeholders
- Understand both technical problem resolution and IT service delivery performance
- Comfortable working in an individual-contributor/advisory capacity without direct people-management responsibilities
Nice to have:
- Experience supporting enterprise or multinational clients
- Exposure to luxury retail IT environments, POS systems, retail applications, or store infrastructure
- Experience in L2/L3 support, infrastructure support, or advanced technical escalations
- Knowledge of endpoint management, remote support tools, and cybersecurity fundamentals
- Experience preparing technical performance reports and service improvement recommendations
- ITIL certification or relevant Microsoft/IT technical certifications
- Ability to communicate in English and Cantonese will be an advantage
Important Details
- This role is an individual-contributor/advisory capacity without direct people-management responsibilities
