IT Service Manager (HK | SZ)

The IT Service Manager (Hong Kong | Shenzhen) is responsible for overseeing the day-to-day operations of the IT service desk to ensure that staff and business teams receive the necessary support. This role encompasses management, service operations, and strategic projects, requiring versatility and hands-on involvement. The ideal candidate is bilingual in English and Mandarin, enabling effective communication with stakeholders and technical teams in China. They should have a background in technical support or infrastructure (network), with proven experience leading a small global remote team using a "follow-the-sun" support model to ensure efficient ticketing and prompt resolution of issues.

General Duties & Responsibilities:

• Manage a global team of IT engineers to support daily operations of various IT services and corporate systems.
• Drive improvements in IT services to achieve operational excellence, enhancing the end-to-end internal customer experience.
• Respond methodically to IT incidents, demonstrating maturity and problem-solving skills.
• Articulate new ideas, justify them, and execute effectively.
• Collaborate closely with the cybersecurity team to enforce policies and standards.
• Maintain an IT budget, inventory of equipment, and vendor relationships.
• Ensure audit readiness and compliance with ITIL and SOC2 criteria.
• Foster open communication and maintain strong relationships with management and staff.

• At least 8 years of experience in a similar role, with proven experience in managing a remote global team.
• In-depth understanding of IT desk services, corporate systems, networking, and operating systems, including Mac support.
• Hands-on experience with ticketing systems and incident management.
• ITIL certification is preferred.
• Familiarity with blockchain technology is a plus.
• Bilingual proficiency in English and Mandarin.
• Relevant infrastructure or network certifications (e.g., CCNA, CompTIA Network+, or equivalent).
• Ability to work independently as well as collaboratively within a team.
• Strong project management skills.
• Excellent verbal and written communication skills, with the ability to influence and manage relationships with senior management and external stakeholders.
• Experience working in a multi-cultural environment with the maturity to communicate ideas, standards, and policies confidently.

Personal Attributes:

• Ability to multitask and prioritize effectively.
• Capable of working under pressure and meeting deadlines.
• Proactive and results-driven mindset.
• Independent thinker and problem solver.
• Strong team player who fosters collaboration.