- Active Directory
- Microsoft Exchange Server
- Project Management
- Vendor Management
IT Technical Services Manager
Location: Asia-China-Hong Kong-Wan Chai
The role requires in-depth technical knowledge and expertise in many technical services including workstation management, workplace solutions, unified communication solutions, Active Directory, messaging and collaboration tools, printing services, cloud storage, innovative technology and mobile device management. This person must be skillful on most of these technical services, he must be adept in doing proof of concept for new initiatives, piloting new solutions, evaluating and recommending new technical solutions in above areas, transform deployed solutions into production mode with knowledge transfer to the Service Desk and formalize documentation on operation procedures. Act as L2/L3 support in the region on technical solutions deployed and handle escalations by formulating root cause analysis and permanent solutions.
The position also requires to be collaborative, working with the KIT teams in the region, the Technical Services Team in the global headquarters, vendors and suppliers, other business units, and brands within the luxury group companies.
KEY RESPONSIBILITIES AND DUTIES
Initiate, design, plan, deliver and maintain IT technical solutions across Asia Pacific which in alignment with regional and global requirements.
Work closely with each local IT Managers to ensure that IT technical solutions are being delivered in a structured and consistent approach
Exchange regularly with global technical solutions team to follow up latest global solution trends and project status
Manage both internal and external resources to deliver solutions with necessary standards, best practices, and ensure compliance
Provide documentation, training and knowledge transfer to the Service Desk before putting into production of any new / updated technical solution.
Manage post implementation review, formalize operation procedures and act as L2/L3 support through life-cycle management.
Responsible for technical solutions team budget forecast, review and updates, maintain service catalog on technical solutions area to be shared across the region and brands
Keep abreast of the latest trends in technology, ensure timely exploration and proactively communicate with global technical solutions team and regional management team towards the introduction of relevant new or innovative technologies
Lead to deploy Office 365 to end users across the region
Manage GPO and Active Directory for the region
Manage 4000+ workstations through ITAM
Manage 7000+ mobile devices through AirWatch
QUALIFICATIONS AND EXPERENCE
Bachelor's degree in Engineering, Computer Science, IT or related field or equivalent in education and experience.
10 years of relative working experience on workstation management, workplace, collaboration, unified communication, web and mobile solutions.
Good hands-on experience on:
- Desktop engineering tools, such as BMC ITAM, SCCM
- IT Service Management tools, BMC Footprints, Remedy or ServiceNow
- Microsoft AD, GPO, Exchange, Office, and Skype tools
- Polycom VoIP telephony and Video conferencing
- Printing services management
- Corporate Mobile devices Apps deployment
- Mobile devices management, such as AirWatch
- Cloud storage solution, such as OneDrive
- Retail store innovative technologies
- Conference room setup and related technologies
Good understanding on retail solutions, database, network, servers and security
Good understanding on financial budgeting and cost tracking
Good leadership and management skills with regional exposure
Good interpersonal skills with customer focus and able to formulate sound solutions that deliver value to business.
Strong analytical and issue resolution skills
Strong collaborative and team coordination skills
Solid vendor management and project management experience
Excellent presentation skills with the ability to convince your audience
Excellent communication skill with fluent written and verbal English
Self-motivated and capable to complete duties efficiently with minimal supervision
Flexible approach to working hours
Certified MCSE, MCSA, CCNA, ITIL, PMP is preferred
Candidates with less experience will be considered as Assistant Manager
|Career Level||Lead (more than 10 years)|
|Qualification||Cisco Certified Network Associate (CCNA), MCSA Microsoft Certified Systems Administrator, Project Management Professional (PMP), ITIL Practitioner Level|