Senior Manager - End User Technology & Support

Role Objective

The Senior Manager – End User Technology & Support is responsible for delivering a secure, reliable, and optimised end-user technology ecosystem across the enterprise. This role provides strategic leadership and operational oversight of end user technology, deskside support, VIP support, and collaboration platforms to ensure exceptional user experience, business continuity, and cost-effective outcomes. Key responsibilities include lifecycle management of laptops, and mobile devices; governance of ITSM processes; and support for retail mall operations, with a focus on service quality, compliance, and continuous improvement.

Job Duties

• Define and drive the vision for end user technology services, aligning with corporate objectives and industry best practices.
• Lead cross region teams, fostering a high-performance culture and cohesive leadership to achieve operational excellence.
• Develop long-term strategies to meet future end user requirements, ensuring scalability, innovation, and alignment with business growth.
• Oversee the full lifecycle of end user computing devices, including standards, specifications, eligibility criteria, deployment, and lifecycle management.
• Manage and deliver EUC and helpdesk-related projects, ensuring timely execution and alignment with business priorities, particularly for retail and shopping mall operations.
• Provide tailored end user technology support for shopping malls, ensuring reliable connectivity, AV systems, footfall devices, and device management to support retail operations and customer engagement.
• Collaborate with mall operations teams to understand business needs and deliver technology solutions that enhance operational efficiency and tenant satisfaction.
• Ensure service continuity and rapid incident resolution for mall-based systems and services, including digital signage, and customer service technologies.
• Serve as the escalation point for desktop support and user experience issues
• Provide dedicated, high-touch IT support to senior executives and VIP users, ensuring seamless technology experiences across devices, platforms, and locations.
• Anticipate needs and implement preventive measures to minimise disruptions for VIP users during critical meetings, travel, and events.
• Own and manage ITSM processes including incident, problem, change, knowledge, and asset inventory management.
• Ensure accurate reporting and performance tracking through KPIs, SLAs, and OLAs.
• Server as the major incident manager to lead and coordinate the resolution of high impact IT incidents.
• Chair Change Advisory Board (CAB) meetings, evaluate risk and impact of proposed changes, and ensure proper documentation and approvals.
• Collaborate with stakeholders to plan, schedule, and communicate changes effectively.
• Monitor change implementation and post-change reviews to ensure compliance with ITIL standards and continuous improvement.
• Prepare and manage budget proposals and operational expenditure statements.
• Develop and maintain internal documentation, end-user knowledge bases, training materials, and IT support portals.
• Standardise work instructions and knowledge repositories to support operational consistency and strategic initiatives.
• Oversee enterprise agreement and license management for Microsoft 365, Windows, macOS, Intune, Teams, Active Directory, Exchange, and other EUC applications.

Requirements

• Minimum 10 years of IT service management experience, including at least 5 years in a leadership role within an MNC.
• Strong knowledge of IT infrastructure, IT Service Management, and Project Management.
• ITIL certification is mandatory.
• Additional certifications in Microsoft technologies, network, or security are advantageous.
• Hands-on experience with Microsoft technologies, including Windows, O365 (Exchange, SharePoint, Teams), Active Directory, Azure AD, Group Policy (GPO), SCCM, and Intune.
• Proven ability to manage and deploy systems in large-scale organisations.
• Knowledge of Endpoint Security, Patch Management, Mobile Device Management, VoIP, and network equipment operations and maintenance.
• Familiarity with IT Service Management tools (e.g., ServiceNow).
• Strong leadership, problem-solving, and decision-making abilities.
• Excellent relationship management, customer service, and performance management skills.
• Mature, well-organised, self-motivated, and business savvy; able to work independently under pressure.
• Outstanding interpersonal and communication skills.
• Proficient in written and spoken English, Cantonese, and Mandarin.

Remuneration

We offer a 5-day work week and an attractive remuneration package commensurate to the right candidates with qualifications and working experience. Fringe benefits for staff include annual leave, paternity leave, birthday leave, volunteering leave, medical scheme, life insurance, Employee Unit Purchase Plan and performance-based incentives.

Application

If you resonate with Link's vision and aspire to develop a rewarding career with us, please apply by clicking "Apply Now".

We are an equal opportunity employer. Personal data provided by job applicants will be treated in strict confidence and used strictly in accordance with our Privacy Policy Statement for recruitment purpose only. A copy of the Statement is available on our website (Linkreit.com). Applicants not hearing from us within 6 months may consider their applications unsuccessful.