Senior Manager, Executive Service Delivery

REQ14505 Senior Manager, Executive Service Delivery (开放)

POSITION SUMMARY:

Senior Manager of Executive Service Delivery is responsible for providing consistently excellent IT service and support to users, including an executive population and a proportion of remote users across corporate offices & all company gaming properties in Hong Kong, Macau and Manila. The position role should have professional IT customer handling techniques, strong technical skills, strong interpersonal / communications skills and the ability to exceed customer's expectations. This individual should be a self-starter; solutions oriented; and have a proactive attitude with a customer-centric approach to solving problems.

PRIMARY RESPONSIBILITIES:

Providing professional, thorough and timely user support for all customers, with particular attention to Senior Executives of Melco in Macau and Manila. This includes resolving desktop, laptop, printers and other hardware issues, as well as issues with proprietary software applications. It also includes proactively trouble shooting all technologies provided to users (e.g. Routers, Client PCs, Smartphones and Tablets)

White-glove customer support to executive floor, focusing on constantly monitoring of Senior Executive desktop issues to ensure customer satisfaction and taking the extra step to do the above and beyond

Liaising between clients, and other IT team resources to deliver a single stop Deskside support experience

Creating and maintaining relationships of trust, reliability and dependability with customers along with follow-up from previous issues

Serve as the escalation point for advanced and complex technical problems

Developing, Writing and Delivering customer training material as required or requested

Monitoring of senior management desktop issues to ensure customer satisfaction using global ticketing tool

Proactively seeking solutions to common problems and provide continuous service improvement ideas

Receives and completes all medium/complex projects assignment & implementation

Perform all other duties as required and requested

Travel might be required from time to time (Support for off-site conferences and executives homes)

QUALIFICATIONS:

Experience

Minimum 10 years in managing relevant IT Service Operations experience

At least 5 year's hand on work experience in a similar VIP/executive support role

Overall end to end understanding of client devices, Windows & applications, VPN, network connectivity and server

Knowledge in Active Directory. Windows 11/10, Microsoft Office Suite, Email System, Zoom, Teams

Knowledge and support of Apple and Android products including mobile devices and laptops

Ability to communicate effectively with technical / non-technical audiences, and interact with all types of clients including technology, business, management and executive management

Education

Bachelor’s degree in information technology or equivalent relevant qualifications

Preferred Certification: ITIL v3 Foundation

Skills / Competencies

Candidate must have very strong written & verbal communication skills

Ability to communicate fluently in both English and Cantonese/Mandarin

Possess executive presence. Experienced in working closely with Senior Management level personnel

Excellent people skills with ability to handle difficult situations

Excellent time management and organizational skills with ability to multitask and prioritize

Strong troubleshooting capabilities evidenced by organized and analytical thinking

Keen attention to details, with a commitment to follow-up and breakthrough

Must be a self-starter with the ability to work independently and in a collaborative team environment

Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solution to associates and team members

Flexibility to work longer hours as required and to be on call

Experience facilitating onsite & offsite meetings in a technical support capacity is desirable