We are seeking an experienced IT Operations Support Manager to oversee and manage all aspects of PC support in our internal different Business Units such as our call centers, eMPF, and back-office locations across Hong Kong, the People's Republic of China (PRC), and overseas. The successful candidate will be responsible for ensuring the smooth operation of our IT systems, providing technical support to end-users, managing a team of IT professionals, and implementing effective strategies to optimize efficiency and productivity.

Responsibilities:

• Manage PC Support: Oversee all aspects of PC support services in call centers and back-office locations, ensuring timely resolution of technical issues, troubleshooting hardware/software problems, and maintaining a high level of user satisfaction.
• Team Management: Lead a team of IT professionals responsible for providing technical support, training, and guidance to end-users. Assign tasks, set performance goals, conduct regular performance evaluations, and provide coaching or mentoring as needed.
• System Maintenance: Develop and implement maintenance procedures for hardware/software systems to ensure optimal performance. Regularly update software applications, install security patches, perform system backups, and monitor system health.
• Vendor Management: Collaborate with external vendors to procure necessary hardware/software equipment at competitive prices. Establish strong relationships with vendors to ensure prompt delivery of services/products.
• Budgeting and Cost Control: Prepare annual budgets for IT operations in consultation with senior management. Monitor expenses regularly to ensure adherence to budgetary constraints while identifying cost-saving opportunities.
• Compliance and Security: Ensure compliance with company policies, industry regulations (e.g., data protection laws), and security standards across all locations. Implement appropriate security measures such as firewalls, antivirus software, access controls, etc., to safeguard company data.
• Continuous Improvement: Identify areas for improvement within the IT infrastructure or processes; propose innovative solutions or enhancements that can enhance operational efficiency or reduce downtime.
• Documentation: Maintain accurate documentation related to system configurations, troubleshooting procedures, user manuals/guides for software applications/hardware devices used in call centers/back offices.

Qualifications:

• Bachelor's degree in Computer Science or related field; relevant certifications are advantageous.
• Proven experience of 8 years or above as an IT Operations Manager or similar role overseeing PC support in call centers/back offices across multiple locations.
• Strong knowledge of PC hardware/software troubleshooting techniques; familiarity with Windows operating systems, Macbook, and iOS is essential.
• Experience in managing and deploying unified endpoint management tools such as Microsoft Azure AD, Intune, and MobileIron, will be advantageous.
• Experience managing a team of IT professionals; ability to motivate team members towards achieving common goals.
• Excellent communication skills with the ability to effectively interact with end-users at various levels within the organization.
• Strong problem-solving skills; ability to analyze complex issues quickly and provide efficient solutions under pressure.
• Familiarity with industry best practices regarding data security/compliance regulations.
• Ability to travel occasionally between different locations as required.
• Bachelor's degree or above in Computer Science, Information Systems, or related disciplines
• Strong project management & communication skills and able to work under pressure
• Strong leadership and analytical skills
• Excellent interpersonal and communication skills
• Able to provide support during non-office hours (i.e., be reachable in non-office hour