Our Client is an International School with a long history in Hong Kong. A need has arisen to hire an IT Help Desk Manager to manage the Help Desk team including:

• Providing the direction of their duties
• Lead, motivate and mentor the team to provide a professional, customer focused service to agreed KPI’s
• Evaluate their performance
• Builds training material for support staff.
• Aiding development to ensure a high-quality service to students, teachers, parents and administrative staff is provided and maintained o daily basis
• Providing an escalation point for all users support issues
• Keeping all users up-to-date with resolution efforts on current incidents
• Overseeing all requests incidents and problems
• Manage and coordinate urgent and complicated issues
• Coordinate support desk request against SLA’s and agreed metrics
• Monitor & control IT assets management
• Manage, maintain and deliver documentation relevant to the Service Desk processes and operations, including work instructions and procedures
• Liaise with vendors in equipment ordering, delivery, setup and maintenance
• Establish best practices through the entire technical support process
• Follow up with end-users to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Work with IT team on school’s IT projects                                                                                        
• Provide end-user feedback to the appropriate internal teams, like product developers
• Perform other duties and tasks as directed by the Head of IT

Requirements

• Strong customer service skills with the ability to work with and service employee and management levels as well as external clients
• Strong leadership and mentoring skills
• Demonstrated ability to multi-task successfully
• Self-motivated individual who is able to work independently
• Knowledge of IT service delivery and ITIL
• Hardworking, mature, responsible, proactive and innovative, and able to work under pressure to meet deadlines
• Solid technical background with an ability to give instructions to a non-technical audience
• Proficient technical knowledge of :
  computer hardware, operating systems (Windows OS (10), iOS and Chrome OS devices), network configurations , mobiles devices management  (such as MDT, Microsoft InTune, Google Admin Console), video projectors, interactive whiteboards, printers..., Active Directory users and computers, Office 365, Google G Suite, PaperCut & Print credits, SMART Technologies, PowerShell, Server management (Windows & Linux servers, Backup Exec), Networking (switch/firewall/VPN/SAN/WiFi AP & Controller/CCTV), virtualization (VMWare).
• Strong communication skills in English (verbal and written) - Knowledge in French and/or Cantonese is a plus

Chesterton Consulting - we are a boutique recruitment consultancy renowned for providing invaluable insight and market knowledge, offering an individual and bespoke approach. The firm was founded on the basis of a very simple mission; to build winning teams in the area of Human Resources, and Finance & Accounting function across Asia Pacific with partner firms based in China, Singapore and Japan.