Supervisor, IT Service Management

Hong Kong Airlines • Full-time • Hong Kong, HK • 2w ago

Responsibilities

Assist ITS Manager to prepare guidelines, procedures and knowledge base document for IT Service Management and Service Operation
Oversee the prioritization of tickets, queue management, scheduling and resource planning to ensure service levels are met
Review and monitor the performance and quality of service team including outsource service
Collaborate with IT and other parties for operation process improvement
Organize IT skill sharing workshop to business users and provide inhouse training for adopting ITSM process
Prepare reports, perform audit to ensure operation are followed as per procedures and guidelines
Analyze and identify all performance related issues and ensure appropriate steps to prevent incident outbreak
Provide technical support and VIP support to users when necessary
Prepare and update project plan to ensure IT project activities are delivered within scope, budget and timeline

Requirements

Higher diploma holders or above in Computer Studies or related subjects
Certificate holder in ITIL Foundation or above is preferred
4 years of working experience, at least 2 years in IT Service experience
Experienced in managing the vendor with good customer handling skills and manner
Self-motivated, proactive, responsible and customer focus attitude
Able to work independently and cooperate with other parties
Ability to work under pressure and complete task in tight schedule
A team player with excellent interpersonal skills
Good command of both written and spoken English, Cantonese and Mandarin