Helpdesk Team Leader/Service Desk Supervisor

Employment Type: Full Time, Mon to Fri, 0900-1800

Key Responsibilities:

• Lead and mentor a team of 15 service desk agents, fostering a positive and high-performance culture.
• Ensure timely resolution of IT service requests and incidents, maintaining high customer satisfaction levels.
• Develop and implement service desk procedures to improve efficiency and effectiveness.
• Monitor performance metrics and provide reports on service desk activities to senior management.
• Act as the primary escalation point for customer concerns.
• Coordinate with other IT teams to ensure smooth operations and alignment with business objectives.
• Provide regular training and skill development programs for service desk agents.
• Ensure compliance with company policies, IT standards, and security protocols.
• Drive continuous improvement initiatives to enhance service quality and operational efficiency.

Qualifications & Requirements:

• Experience: Minimum 6 years of relevant experience, including team leadership and service desk operations

• Leadership Skills: Proven ability to manage, motivate, and develop a high-performing team.

• Communication: Strong verbal and written communication skills for effective team coordination and customer interactions, fluent Cantonese is a must, good English is preferred.

• Technical Knowledge: Familiarity with IT support systems, service management tools, and troubleshooting methodologies.

• Problem-Solving: Excellent analytical and decision-making abilities to resolve technical and operational challenges.

• Customer Focus: Commitment to delivering outstanding service and enhancing user satisfaction.

Certifications: ITIL or other relevant IT service management certifications preferred.