MoJob Daily

REQ14505 Senior Manager, Executive Service Delivery (Open)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 beyondLiaising between clients, and other IT team resources to deliver a single stop Deskside support experienceCreating and maintaining relationships of trust, reliability and dependability with customers along with follow-up from previous issuesServe as the escalation point for advanced and complex technical problemsDeveloping, Writing and Delivering customer training material as required or requestedMonitoring of senior management desktop issues to ensure customer satisfaction using global ticketing toolProactively seeking solutions to common problems and provide continuous service improvement ideasReceives and completes all medium/complex projects assignment & implementationPerform all other duties as required and requestedTravel might be required from time to time (Support for off-site conferences and executives homes)QUALIFICATIONS:ExperienceMinimum 10 years in managing relevant IT Service Operations experienceAt least 5 year's hand on work experience in a similar VIP/executive support roleOverall end to end understanding of client devices, Windows & applications, VPN, network connectivity and serverKnowledge in Active Directory. Windows 11/10, Microsoft Office Suite, Email System, Zoom, TeamsKnowledge and support of Apple and Android products including mobile devices and laptopsAbility to communicate effectively with technical / non-technical audiences, and interact with all types of clients including technology, business, management and executive managementEducationBachelor’s degree in information technology or equivalent relevant qualificationsPreferred Certification: ITIL v3 FoundationSkills / CompetenciesCandidate must have very strong written & verbal communication skillsAbility to communicate fluently in both English and Cantonese/MandarinPossess executive presence. Experienced in working closely with Senior Management level personnelExcellent people skills with ability to handle difficult situationsExcellent time management and organizational skills with ability to multitask and prioritizeStrong troubleshooting capabilities evidenced by organized and analytical thinkingKeen attention to details, with a commitment to follow-up and breakthroughMust be a self-starter with the ability to work independently and in a collaborative team environmentAcquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solution to associates and team membersFlexibility to work longer hours as required and to be on callExperience facilitating onsite & offsite meetings in a technical support capacity is desirable