My client, a global financial institution, is looking for a Helpdesk Support Lead to manage their helpdesk support team. Selected candidate will be leading a sizeable team and working with senior technology management. Stable perm position with long term career growth.

Responsibilities:
– Lead a team of helpdesk support engineer to provide technical support across Hong Kong office.
– Manage daily operations across support, delivery in a high quality and efficiency manner.
– Manage the incident management methodology to ensure the incidents and requests are managed properly. Prioritizing task and projects according to business demand and priority.
– Manage escalated incidents and complex issues. Work with the technical team to identify the problem and escalated to application or support teams.
– Work with the business stakeholders to understand all the requirements and services need.
– Manage internal training material, process workflow and support communications messages.

Qualifications:
– At least 8 years of IT Deskside Infrastructure support experience with leadership responsibility.
– Infrastructure project management experience.
– Hands-on experience across Windows Server, Windows Desktop 7, Active Directory, SCCM, File and Print, MS Office etc.
– Understanding of security products such as firewall, web filtering gateway, anti-virus and data leakage etc.
– Strong knowledge wtih desktop and server virtualization including VMWare ESX and VDI.
– MCP and ITIL Certification is highly preferred.
– Good leadership and interpersonal skills. Strong interpersonal skill to work with senior stakeholders.
– Strong communications skills in Cantonese and English.