Senior Manager - End User Technologies & Support

Role Objective

Senior Manager for the End User Technologies and Support function is responsible for 

  • Deliver measurable and satisfactory on-site office deskside and mall prop-tech support, as well as exceptional customer service to end users and shoppers across all locations. Accomplish this by efficiently overseeing a proficient helpdesk team and leveraging advanced ITSM tools.
  • Deliver excellent end-user computing experience that aligns with business requirements and cost-effectiveness. This encompasses a wide range of elements, such as end-user devices, collaborative tools, and digital workplace, ensuring optimal functionality and value.

Job Duties

  • Responsible for end user computing devices including standards, technical specifications, eligibility, guidelines, etc
  • Develop and maintain clear IT service catalogue and service level agreements across incidents and service requests including but not limited to system usage, access, connectivity, email, end user devices usage, collaboration tools, remote access, AV equipment usage, printer usage.
  • Accountable for ITSM processes including incident management, problem management, IT knowledge management, IT asset inventory management and CMDB
  • Perform cost vs benefits analysis to ensure IT solutions are in alignment and right fit to company needs and foreseeable growth
  • Develop and implement end user policies deployed across the enterprise
  • Collaborate globally with IT teams, vendors, and other departments to identify and/or procure end user technology/system. Oversee installation and resolve adaptation issues
  • Work closely with the Applications, Infrastructure and Cybersecurity teams to improve incident management and end user experience
  • Serve as an escalation point for desktside support and end user experience issues. Develop, manage, and execute tier-1 and tier-2 incident support across Hong Kong, Mainland and overseas
  • Develop and maintain documentations for internal operations and end-user knowledge base, training materials and maintain IT support service portal and end-user service catalog
  • Introduce and leverage industry standard reporting metrics through usage of KPI's, SLA's and OLA's
  • Manage and maintain the daily operations in Microsoft products, Patch Management, Endpoint management, business applications and services including administration, enterprise agreement management, license management
  • Oversee and collaborate with global service provider to support EUC applications such as Microsoft O365, Windows 7/10, Mac, Microsoft Office applications, Intune, Skype, WebEx, Active Directory and Exchange email systems


  • Degree or equivalent qualifications 
  • Minimum 10 years IT related working experience, with strong sense in IT system infrastructure, IT Service Management and Project Management. ITIL certification and/or work experience in ITIL-aligned team is highly desirable.
  • Solid experience in EUC support and enterprise application system support such as ERP, HR, Finance, etc.
  • Hands-on experience in Microsoft technologies including Microsoft Windows, O365 (Exchange/SharePoint/Teams), Skype, WebEx, Active Directory and Azure AD, GPO deployment and maintenance, SCCM and Intune, including previous work experience in managing and Deploying systems in large-scale organizations. Holder of IT certificates in Microsoft technologies, network and/or security are advantageous
  • Experience in Endpoint Security, Patch Management, Mobile Device Management VoIP, and network equipment operations and maintenance are required
  • Experience in using IT Service Management tools (e.g. ServiceNow) as IT users and/or administrator especially in incident and service request management modules is an advantage
  • Experience in managing and implementing property technologies (proptech) is preferable
  • Strong leadership, problem-solving and decision-making skills with equally solid relationship management, customer service and performance management skills
  • Mature, well-organized, self-motivated, business acuminous and able to work independently under pressure
  • Good interpersonal and communication skills
  • Good command of written and spoken English, Cantonese, and Mandarin
  • Candidates with less experience will be considered as Manager