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Service Desk Team Lead / Deskside Engineer / Helpdesk Officer (20-45K)

Job ref no. WL
Job level
Work experience
Education Bachelor Degree
Location Kowloon
Employment type Full Time
Benifits
Industry Information Technology
Job function Information Technology (IT)
Post on 2025-09-16

Key Responsibilities:

Team Leadership & Management

  • Inspire, coach, and lead a talented team of IT Support Engineers to success

  • Create a collaborative, high-energy environment focused on service excellence

  • Take care of daily management tasks like attendance, leave planning, and team morale

Service Desk Operations

  • Be the go-to escalation point for complex issues and customer concerns

  • Oversee ticket queues in platforms like ServiceNow and Remedy—ensuring swift, SLA-aligned resolutions

  • Generate insightful reports to track team productivity, SLA adherence, and FCR

  • Drive and implement ITIL best practices for seamless incident, request, and problem management

 

Must-Haves:

  • Proven experience leading and motivating high-performing teams

  • Solid hands-on experience managing service desk operations and meeting SLAs across multiple accounts

  • Strong technical foundation in Level 1 support (Windows, M365, Active Directory, remote troubleshooting tools)

  • Proficiency in ITSM tools like ServiceNow or Remedy, with a knack for data and reporting

  • ITIL Foundation Certification (v3 or v4) is a huge plus and highly desirable!

Apply Now