Vice President-Information Technology
Hong Kong Exchanges and Clearing Limited
Hong Kong, Asia Pacific

Job Responsibilities :

  • Ensuring the IT Service Desk staff is meeting and exceeding expectations in regards to performance, meeting defined metrics / benchmarks.
  • Provide direction of the overall workplace technology experience and roadmap
  • Taking overall responsibility for workplace incident management and request fulfillment
  • Ensure that comprehensive monthly reporting is completed with regards to Service Desk performance with a clear articulation and analysis of trends
  • Continuously driving productivity and efficiency within the Service Desk function
  • Developing and executing plans to reduce ticket volumes and implement automation
  • In partnership with functional managers, ensuring that all teams are operating in adherence with Incident and Request SLAs as well as Customer Satisfaction targets
  • Being accountable for the quality of service, VIP support and performance, ensuring future demand from growth is well understood and planned for
  • Proactively owning and managing escalations from all users, liaising with internal IT teams and third parties to achieve satisfactory outcomes
  • Training, coaching, and mentoring Service Desk Specialist including career development.
  • Constant monitoring of trends and changes and know how to improve the customer satisfaction levels using the latest methodologies
  • Build strong relationships and act as a bridge between IT, the Business Departments and support functions.
  • Responsible and overseeing IT support, Help Desk, and day-to-day IT end user operations.
  • Support strategic and IT projects implementation and deployment of technologies related to the workspace technology and services
  • Lead and grow the team in delivering high quality IT services to users, and maintain the high availability of the IT systems
  • Establish technical standards and best practices, and proactively explore new workspace technologies
  • Manage Workplace Technology IT budget, resources planning, procurement, vendor management and audit requirements
  • Compliance with organizations policies, procedures and standards.
  • Job Requirements :

  • University Degree in IT or relevant discipline
  • At least 10 years of Workplace Service Desk experience including 5 years leading team experience.
  • Proven track record in leading an IT team in operations, infrastructure implementation and project management. Preferable in the financial institution
  • Broad technical knowledge of administration in Desktop Support, Citrix, Web Conferencing, Collaboration Tools, VDI, M365 and use of leading ITSM solutions
  • Strong communication, presentation and Interpersonal skill to present IT related concepts and materials to non-IT and business users
  • Experience running IT projects, Service Desk improvements or ITSM implementations
  • Certifications in Microsoft technologies, Citrix and Desktop Virtualization and ITIL
  • Strong supervisory, problem solving and analytical skills. A team player
  • A self-starter with an organised and methodical approach and a proven ability to build relationships with internal and external, with a strong sense of ethics and integrity
  • technical and non-technical stakeholders
  • A hands on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards
  • Experience in managing and negotiating complex vendor and services contract
  • Good command of written and spoken English and Chinese (Putonghua an added advantage)
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