Assistant IT Manager in Computing Services Centre [Ref. R/007/25]

The Computing Services Centre (CSC) at City University of Hong Kong manages the University’s Information Technology infrastructure and services covering Data Centre Operations, Cloud and System Hosting, Research Computing and High-Performance Computing, Communication and Networking, Workspace and Audio-Visual Technologies, and other related IT functions to support the University’s operations.

Duties

1. Support the manager in overseeing the Service Desk and classroom support teams;
2. Engage in Level 1 and 2 operations, including handling calls, user queries, service requests, and IT incidents;
3. Manage user escalations and coordinate with internal staff and vendors to resolve issues;
4. Prepare and maintain documentation and service reports;
5. Drive IT service improvements and assist the team in automating routine/repetitive IT processes;
6. Assist the manager with project implementations, such as call centers and smart campus initiatives;
7. Act as Incident coordinator, collaborating with internal IT staff and external users to resolve problems; and
8. Participate in ad-hoc projects and perform other duties as assigned.

5-day work, with occasional shift duties and weekend work as required.

Requirements

1. A Bachelor’s degree in Computer Science/Software Engineering/Information Technology or related disciplines, with at least 5 years’ post-qualification working experience;
2. Familiarity with IT Service Desk best practices and operations;
3. Knowledge and Experience in the following disciplines:
   • ServiceNow ITSM
   • Client / End-user Hardware and Software for MS Windows 10 and earlier versions
   • MS Windows Servers, AD, Exchange, File & Print
   • Office365, MS SharePoint
   • AV facilities in meeting room and classroom
   • MS Teams and Zoom video conference tools
4. Solid experience in ITIL framework is preferred;
5. Possess knowledge of AI technologies and their applications in IT service management;
6. Good presentation and problem-solving skills;
7. Strong analytical skills, good interpersonal and communication skills;
8. Adaptable to change, ability to work independently and as a team and under pressure; and
9. Good command of written and spoken English and Chinese (Putonghua would be an advantage).

Shortlisted candidates will be invited for a written test.

(Those who have responded to the previous advertisement need not re-apply.)

Salary and Conditions of Service

Remuneration package will be highly competitive, commensurate with qualifications and experience. Appointment will be made on a fixed-term contract; fringe benefits include gratuity, leave, medical and dental schemes.

Information and Application

Further information on the post and the University is available at http://www.cityu.edu.hk, or from the Human Resources Office, City University of Hong Kong, Tat Chee Avenue, Kowloon Tong, Hong Kong [Email : hrojob@cityu.edu.hk/Fax : 2788 1154 or 3442 0311]. 

To apply, please submit an online application. Applications will receive full consideration until the position is filled and only shortlisted applicants will be contacted. The University’s privacy policy is available on the homepage.