IT Support Assistant Manager (Ref. No.: 27678)

• Oversee the administration, configuration, and lifecycle management of collaboration tools (e.g., Microsoft 365, Teams, SharePoint, OneDrive, Zoom, Slack).
• Ensure platform reliability, security, compliance, and alignment with corporate IT policies.
• Coordinate with vendors and internal infrastructure teams for upgrades, integrations, and issue resolution.
• Lead a small team providing support for collaboration platforms.
• Establish support standards, SLAs, and escalation procedures.
• Analyse recurring issues and implement long-term fixes or training interventions.
• Develop and deliver training programs, onboarding materials, and best-practice guides.
• Partner with other departments to drive adoption of new features and digital ways of working.
• Lead change-management initiatives for new collaboration technologies or major updates.
• Implement governance frameworks for Teams/SharePoint site creation, data retention, access control, and content lifecycle.
• Work with cybersecurity teams to ensure secure collaboration internally and with external partners.
• Monitor usage patterns and enforce compliance with organizational policies.
• Identify opportunities to streamline workflows using automation, integrations, and digital tools.
• Lead pilot programs and proof-of-concepts for emerging collaboration technologies Track KPIs such as adoption rates, support metrics, and platform performance.
• Provide regular insights and recommendations to senior management.
• Stay updated on industry trends and propose enhancements to the collaboration ecosystem.
• Perform other duties as assigned by IT management.

All the proposed designated personnel must meet the following minimum requirements: -

• A recognized diploma preferably in Computer Science or Information Technology, or equivalent; AND five passes in subjects including Chinese Language, English Language (Syllabus B) (at least Level 2 from 2007 onwards for the language papers) and Mathematics in the HKCEE, or equivalent;
• At least 5 years of solid hands-on experience in IT collaboration support, meeting room support, VIP support (Director grade or above) and data centre operation of which 2 years must be in similar post and in a comparable capacity with supervisory experience while proficiency in the following would be an advantage:
  • Local Area Network (LAN) administration.
  • Microsoft Windows 11 OS and Office 365 administration
  • Office 365 Admin Portal administration (Teams, Copilot Chat, Forms, OneDrive, Power Apps, etc.).
  • Virtual PC management and support.
  • Mobile device management and support (iOS and Android).
  • Endpoint security and control (authorization, protection, hardening, data protection).
  • Virtual Meeting and collaboration tools (Zoom, MS Teams) support.
  • Data center and IT Service Management.
  • Hands-on experience with ITSM platforms (ServiceNow, BMC Remedy, Jira Service Management).
  • Experience with AI-powered productivity tools (Microsoft Copilot, ChatGPT, Google Gemini).
  • Ability to create and optimize AI prompts.
  • Experience implementing chatbots or virtual assistants for IT support.
  • Mass deployment tasks (Windows OS migration, security patch deployment, client agent deployment).
  • Professional certification in any of the above areas will be an advantage.
• Have strong experience in managing IT infrastructure, service delivery, and operational processes;
• Be familiar with the latest workplace technologies such as prompt writing skill, virtualization, and mobile device management;
• Be familiar with ITIL or similar IT service management frameworks is preferred;
• Have excellent leadership, organizational, and problem-solving skills;
• Good interpersonal, communication, problem solving and analytical skills; and
• Good command of written and spoken English and Chinese.