IT Manager (User Support Services) in the Computing Services Centre

IT Manager (User Support Services) in the Computing Services Centre [Ref. R/367/26]

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

• Lead a team of around 30 staff members in delivering service desk, classroom, event and deskside support;

• Oversee the operation, maintenance, lifecycle, and enhancement of IT and audio-visual systems in teaching venues;

• Develop service strategies, policies, standards, and procedures to improve quality and efficiency;

• Manage service levels and key performance indicators, incident response, problem resolution, and continuous improvement;

• Lead technology projects (including planning, budgeting, procurement, implementation, vendor coordination, risk management and review);

• Manage budgets, departmental resources, workforce planning, staff development and performance;

• Liaise with academic and administrative units, vendors, and stakeholders on services and technology initiatives; and

• Perform other duties as assigned.

Requirements

• A Bachelor’s degree in Computer Science, Information Technology or related disciplines, with at least 10 years’ relevant post-qualification experience;

• Experience in IT services, user support, and audio-visual services (including substantial managerial experience);

• Proven experience in leading technical teams and IT support operations in a complex environment;

• Experience in project, budget, procurement and vendor management;

• Strong analytical, organisational, problem-solving, communication and interpersonal skills;

• Customer-focused and able to work under pressure and manage competing priorities;

• Sound judgement in balancing service quality, risks, user needs and resources;

• ITIL or equivalent certification is preferred; and

• Proficiency in English and Chinese (including Putonghua).

Shortlisted candidates will be invited for a written test.

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.