Service Delivery Manager of Desktop Support Service
eTeam Hong Kong
Hong Kong, HK

What you will be doing :

  • Lead a team of 7 desktop support staff in the APAC region, providing support to offices in Hong Kong (HQ for APAC), Singapore, Tokyo, Mumbai, Beijing & Sydney.
  • Lead by example, providing hands-on support, while ensuring local teams follow global best practices, standards and procedures.
  • Provide oversight of all desktop operations in the APAC region.
  • Assist with diagnosing and ultimately resolving issues quickly and efficiently in close cooperation with Engineering & Application Support teams as needed.
  • Develop professional relationships with the various business units and act as their advocate.
  • Assume the role of Incident Manager and escalate major outages while ensuring local and global management teams are kept up to date.
  • Review team performance metrics, ticketing statistics, mediate disputes, provide mentoring and training.
  • Participate in meetings with IT Management to discuss various topics including issues, projects and strategy.
  • Make recommendations on incorporating new technology into the company's existing platforms.
  • Possess experience with change management and knowledgeable about the hierarchical infrastructure of finance information systems.
  • Communicate technical concerns and solutions to the business with varying degrees of technical knowledge as well as working with them help resolve their technical issues.
  • Coordinate APAC projects and drive for completion of global projects, including Windows 10, IPC Unigy upgrade, various office build-outs etc.
  • Daily support of a very active, fast-paced, high volume, diverse financial services / trading environment
  • Responsible for day-to-day implementation, support, and maintenance of infrastructure, including all hardware, software, telephones, and IPC turrets.
  • Frontline Support for all front office & back office applications including trading systems and market data applications such as Fidessa & Bloomberg.
  • Citrix / VDI infrastructure support.
  • Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology.
  • Evaluate applications and software patches for desktop applications to see if they will solve desktop issues.
  • Support Firm Issued iPhones / iPads (via Mobile Iron MDM).
  • Oversight of the new hire onboarding and termination process.
  • Documentation of all systems including existing and new applications, scheduled maintenance.
  • Assistance on global initiatives involving other groups such as Application Support, Facilities and Infrastructure / Engineering teams.
  • Inventory control - RMAs, service calls, new equipment requests.
  • What you bring :

  • Ideally possess a strong and proven background in managing and supporting desktop services in in a financial services environment.
  • Have excellent communication, personality and presentation skills.
  • Bachelor's Degree in Information Technology or related field.
  • Microsoft Windows certificates highly desirable.
  • 5+ years' experience in a financial service IT environment.
  • 2+ years' experience in information technology management.
  • Proven ability to offer high level desktop support in an enterprise environment.
  • Comprehensive understanding of network architecture and client / server technology.
  • Excellent communication, personality and presentation skills.
  • Strong problem-solving skills required.
  • Ambitious and willing to learn new technologies.
  • In depth knowledge of Windows 10 & Office 365.
  • Technologies and hardware that we support extensively include : Windows 10, MAC OS, IPC turrets, Cisco VOIP phones, Client desktops, Lenovo Laptops, VDI, iPhones / iPads, Printers / MFP's.
  • Scripting Knowledge (a plus but not a requirement)
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