End User Support Supervisor (Desktop Support)

<p><strong>Responsibilities</strong></p><ul><li>Supervise a team of 8-12 End User Support Analysts and Technicians.</li><li>Conduct performance reviews and staff development activities.</li><li>Manage work schedules and ensure adequate coverage.</li><li>Oversee incident and service request queues using ITSM tools.</li><li>Ensure compliance with SLAs and prepare service desk metrics.</li><li>Provide technical support for hardware/software and network issues.</li><li>Develop and maintain standard operating procedures (SOPs).</li><li>Coordinate with vendors and liaise with business units on service delivery.</li></ul><p><strong>Required Qualifications</strong></p><ul><li>Bachelor’s degree in Computer Science, IT, or related field; or equivalent experience.</li><li>7+ years in IT support services with 3+ years in a supervisory role.</li><li>Preferred experience in financial services or regulated environments.</li><li>Expert knowledge of Microsoft Windows and Office 365.</li><li>Strong understanding of networking concepts and ITSM systems (ServiceNow).</li><li>Familiarity with virtualization technologies and mobile device management.</li><li>Excellent leadership and communication skills in English and Cantonese.</li><li>Strong problem-solving abilities and customer service orientation.</li></ul>