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Manager/Assistant Manager, IT Infrastructure - End User Support Job Opening In hong kong sar – Now Hiring Shangri-La

Manager/Assistant Manager, IT Infrastructure End User Support

Job description

Shangri-La Group

Shangri-La Group is a global leader in luxury hospitality with unique Asian heritage.

Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands nested in key cities and beautiful beachfront locations globally.

We are expanding rapidly with a strong development pipeline throughout Asia, the Middle East, Europe and Africa.

Regarded as one of the worlds finest hotel ownership and management companies, Shangri-La is dedicated to delight guests around the world with legendary service, finely tuned from over 45 years of hospitality from the heart.

We have an affinity with Asian travelers and we offer them a gateway to the rest of the world, positioning us a leading brand in luxury hospitality.

As an enviable employer with industry leading levels of colleague engagement, our people are our priority.

Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide.

In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry.

From welcoming new colleagues, to best in class leadership development, you can be sure that potential is identified and nurtured throughout your career.

We are currently looking for an IT Manager/Assistant Manager to oversee end-user computing and productivity.

This role entails managing IT infrastructure operations, ensuring seamless support for end-users, and driving key IT initiatives, including security compliance, asset management, and VIP support.

As a Manager/Assistant Manager, IT Infrastructure End User Support, we rely on you to

Monitor and manage IT tickets to ensure timely response and resolution, meeting service-level agreements (SLAs).

Establish clear workflows for ticket prioritization, handling, and resolution to reduce backlog and increase user satisfaction.

Ensure effective incident, problem, and change management processes are in place.

Maintain an up-to-date record of IT assets, including specifications, ownership, and location, in asset management systems.

Ensure spare units are available and functional to minimize downtime.

Conduct regular audits and implement standards for IT hardware and software.

Ensure all end-user devices are compliant with IT security policies and have the latest security software and patches installed.

Regularly monitor systems for vulnerabilities and implement corrective actions.

Provide dedicated support to VIP users, ensuring timely resolution of issues and satisfaction with IT services.

Maintain and review VIP assets to ensure optimal performance and reliability.

Oversee the IT onboarding and offboarding process for employees, ensuring timely provisioning and de-provisioning of IT resources.

Develop workflows to streamline IT requests for new joiners and leavers.

Maintain and support critical IT infrastructure, such as video conferencing (VC) systems, ensuring operational efficiency without performance degradation.

Collaborate with cross-functional teams to implement and enhance IT infrastructure solutions.

Analyze current IT operations and identify gaps or inefficiencies.

Define and implement improvements to workflows, ensuring alignment with ITIL best practices.

Regularly report on progress, performance metrics, and areas for improvement.

We Are Looking For Someone Who Has

A university degree in Information Technology or Computer Science.

8-10 years of experience managing IT infrastructure operations, including: Ticket management and SLA compliance.

IT asset management and security compliance.

Supporting VIP users and resolving escalated issues.

Hands-on experience with Microsoft Office 365 rollout, migration, and administration.

Strong understanding of IT security policies, patch management, and compliance.

Familiarity with ITIL best practices for service delivery and process optimization.

Excellent communication skills in English (written and oral).

Fluency in Cantonese/Mandarin is preferred.

Prior experience working in hospitality or retail industries at a regional or group level.