Assistant Manager - Field Service

Position Summary

The Assistant Manager reports to the Manager – Field Service of IT Operations & Support. This candidate manages and optimizes the field service team resources to provide the professional technical support to our internal customers. This individual will drive technology to restore the IS&T front end support services to business units in a timely manner, in order to minimize business impact, and assist to determine and resolve the cause of events, incidents and problems. The candidate should be capable of managing the resources to be effectively trained and developed for continual service improvement. The candidate needs to maintain and update IT Asset management process and life cycle to support the business needs. 

Primary Responsibility

• Monitor the life cycle for the service request of software/application installation and maintain the related deployment records.
• Evaluate and validate the deployment service fulfillment
• Assist to build and review the resources planning for projects and daily tasks
• Coordinate with information Security team to ensure the security patches are deployed as per schedule
• Work with internal/external auditors for the audit events
• Propose potential solutions which can streamline or automate the operation procedure for Deskside team
• Review the technical knowledge documentations and followed by the team member
• Review the SOP for Automation and Deployment team
• On-call availability
 

Requirements

• Strong technical knowledge on desktop hardware, software, network protocols, and industrial standards
• Strong understanding of the organization’s goals and objectives, and able to deliver to the team
• Understanding of project management principles and ITSM practices is an advantage
• University degree in the field of computer science, information systems or equivalent work experience
• Minimum 3 years of experience in IT support in Casinos or Hospitality
• Minimum 2 years of experience in IT supervisor role
• Proactive, strong analytical mindset and communication skill
• Able to learn and try new cutting-edge technical skill
• Mature, able to work independently and be responsive to users’ needs
• Good command of written and spoken English and Chinese