Service Delivery Manager of Desktop Support Services (APAC Region)

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • FIS Global
  • 24 May 19

Service Delivery Manager of Desktop Support Services (APAC Region)

Global Financial Services company who offers a full range of investment banking, equities, fixed income, asset and wealth management products and services requires an experienced Service Delivery Manager (of Desktop Support Services) for the APAC Region.
We require a hands-on professional who enjoys rolling up his or her sleeves and working with the existing desktop services team to deliver world-class support, achieve goals, meet project deadlines and increase overall end-user satisfaction. This position requires an individual who is motivated, energetic and looking for a challenging environment where there are endless opportunities for career growth and exposure to cutting edge technology.
What you will be doing:

  • Lead a team of 7 desktop support staff in the APAC region, providing support to offices in Hong Kong (HQ for APAC), Singapore, Tokyo, Mumbai, Beijing & Sydney.
  • Lead by example, providing hands-on support, while ensuring local teams follow global best practices, standards and procedures.
  • Provide oversight of all desktop operations in the APAC region.
  • Assist with diagnosing and ultimately resolving issues quickly and efficiently in close cooperation with Engineering & Application Support teams as needed.
  • Develop professional relationships with the various business units and act as their advocate.
  • Assume the role of Incident Manager and escalate major outages while ensuring local and global management teams are kept up to date.
  • Review team performance metrics, ticketing statistics, mediate disputes, provide mentoring and training.
  • Participate in meetings with IT Management to discuss various topics including issues, projects and strategy.
  • Make recommendations on incorporating new technology into the company's existing platforms.
  • Possess experience with change management and knowledgeable about the hierarchical infrastructure of finance information systems.
  • Communicate technical concerns and solutions to the business with varying degrees of technical knowledge as well as working with them help resolve their technical issues.
  • Coordinate APAC projects and drive for completion of global projects, including Windows 10, IPC Unigy upgrade, various office build-outs etc.
  • Daily support of a very active, fast-paced, high volume, diverse financial services / trading environment
  • Responsible for day-to-day implementation, support, and maintenance of infrastructure, including all hardware, software, telephones, and IPC turrets.
  • Frontline Support for all front office & back office applications including trading systems and market data applications such as Fidessa & Bloomberg.
  • Citrix / VDI infrastructure support.
  • Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology.
  • Evaluate applications and software patches for desktop applications to see if they will solve desktop issues.
  • Support Firm Issued iPhones / iPads (via Mobile Iron MDM).
  • Oversight of the new hire onboarding and termination process.
  • Documentation of all systems including existing and new applications, scheduled maintenance.
  • Assistance on global initiatives involving other groups such as Application Support, Facilities and Infrastructure / Engineering teams.
  • Inventory control - RMAs, service calls, new equipment requests.
What you bring:
  • Ideally possess a strong and proven background in managing and supporting desktop services in in a financial services environment.
  • Have excellent communication, personality and presentation skills.
  • Bachelor's Degree in Information Technology or related field.
  • Microsoft Windows certificates highly desirable.
  • 5+ years' experience in a financial service IT environment.
  • 2+ years' experience in information technology management.
  • Proven ability to offer high level desktop support in an enterprise environment.
  • Comprehensive understanding of network architecture and client/server technology.
  • Excellent communication, personality and presentation skills.
  • Strong problem-solving skills required.
  • Ambitious and willing to learn new technologies.
  • In depth knowledge of Windows 10 & Office 365.
  • Technologies and hardware that we support extensively include: Windows 10, MAC OS, IPC turrets, Cisco VOIP phones, HP desktops, Lenovo Laptops, VDI, iPhones / iPads, Printers / MFP's.
  • Scripting Knowledge (a plus but not a requirement)
  • Must have excellent decision-making and organizational skills, detail oriented, and the ability to work independently on assigned tasks.