Manager, IT Services

About Dah Sing Group
The Dah Sing Group is a leading financial services group in Hong Kong offering banking, insurance, financial and other related services through its growing network of over 70 branches in Hong Kong, Macau and Mainland China.
Our currency is caring, teamwork and progressiveness. We accept that everyone is unique and different in talent, but alike in the capacity for growth. Our task is to shape a culture that creates a sense of pride in achieving something beyond just a job, and an environment where you can be your true and authentic self, like at home.

Responsibilities:
• Lead members from Service Desk Analysts including overseeing daily service desk activities, workload review, and performance development.
• Act as the primary point of contact for all technical support inquiries via phone, email, instant message, and the ITSM ticketing system.
• Promptly diagnose and resolve issues in a timely manner.
• Accurately log, categorize, prioritize, and assign incidents and service requests in accordance with SLAs.
• Follow up on open cases until final resolution and closure.
• Escalate issues to the appropriate support team.
• Collaborate clearly with support teams (such as Service Management, IT Infrastructure and Development Teams) and provide proactive communication with users throughout the incident lifecycle, providing updates on status and resolution.
• Provide direct support for end-users on technical issues.
• Perform initial Level 1 troubleshooting and escalate complex issues to Level 2/3 support or facility teams with detailed notes.
• Provide crucial support during emergency or incident response situations, following established protocols to ensure a swift return to normal operations.
• Maintain accurate records of support activities and resolutions.
• Prepare regular reports on service desk performance and issue trends.
• Drive process improvements, maintenance documentation, and ensure adherence to internal procedures and service standards.

Requirements:
• Diploma or higher in Information Technology, Computer Science, or related field.
• At least 2 years' experience in IT Support role or service desk role is preferred.
• Proven problem-solving and troubleshooting skills with a strong customer-service orientation.
• Familiarity with ITSM tools and ticketing systems.
• Strong verbal and written communication skills in English, Mandarin, and Cantonese.
• Good sense of urgency, able to work under pressure and willing to take ownership.

Please note that only shortlisted candidates will be notified.