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
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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
