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Helpdesk Manager - financial institution ($55-70k)

The company is a leading financial institution with solid business in Hong Kong and across APAC.

Responsibilities

  • Lead and manage the IT helpdesk/support team to ensure high-quality end-user support
  • Oversee daily helpdesk operations, including ticket queue management, prioritization, and escalation handling
  • Ensure timely resolution of incidents and service requests in line with defined SLAs and KPIs
  • Implement and manage ITSM processes (Incident, Problem, Change, and Request Management)
  • Monitor service performance and generate reports on ticket trends, resolution times, and customer satisfaction
  • Drive continuous improvement initiatives to enhance service quality, efficiency, and user experience
  • Manage and optimize helpdesk tools (e.g., ServiceNow, Jira Service Management, Zendesk)
  • Develop and maintain knowledge base, SOPs, and user self-service resources
  • Act as an escalation point for major incidents and coordinate with infrastructure and application teams
  • Conduct team training, performance management, and career development planning
  • Collaborate with business stakeholders to understand support needs and align service delivery
  • Ensure compliance with security policies, audit requirements, and IT governance standards

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or related field
  • Extensive experience in IT support/helpdesk roles, with at least 3 years in a managerial or supervisory capacity
  • Strong knowledge of ITIL framework and ITSM processes
  • Hands-on experience with helpdesk/ticketing systems (e.g., ServiceNow, Remedy, Jira Service Management)
  • Proven ability to manage SLAs, KPIs, and service performance metrics
  • Strong leadership and people management skills with experience leading support teams
  • Excellent problem-solving and incident management capabilities
  • Good understanding of IT infrastructure (desktop, network basics, systems, and enterprise applications)
  • Ability to work in a fast-paced environment and manage multiple priorities
  • ITIL certification preferred
  • Strong communication and stakeholder management skills in both Cantonese and English