HK - Hardware Managed Services (HMS) Team Lead

We are seeking for a dedicated individual to be a team lead to lead and manage the Hardware Managed Services (HMS) team in Hong Kong.

The HMS team provides basic to intermediate level desktop installation, configuration, support and troubleshooting services in the Wintel environment. HMS Engineers can provide basic desktop support, offering simple fixes and fixing known errors. The HMS Engineers are hardware skilled and accredited through the appropriate core vendor training programs to provide desktop, laptop and thin clients break-fix support. Typically, HMS team will provide software installations and configuration in an existing desktop infrastructure or pre-designed project and will be familiar with current Microsoft desktop Operating Systems.

General Responsibilities:

• Lead and manage the overall support operations of Hardware Managed Services (HMS)
• Perform requested installation, moves, changes, upgrades, configuration, testing and other planned requests on End User IT Hardware and Peripherals such as laptops, desktops, thin clients, IP phones, etc.
• Perform PC staging, wiping, or de-installation as per Operation Support Manuals (OSMs)
• Troubleshoot and resolve hardware related incidents
• Replace hardware components in equipment
• Perform other IT related actions as guided by the Service Manager
• Perform support tasks in agreed SLAs
• Obtain Customer end user sign off of work performed as required
• Update the ticket in the Customer tool identified in the OSMs
• Maintain and update End User IT Hardware inventory

Essential Technical Skills & Experience:

• 1-3 years of experience as a Team Lead in desktop support within a large corporate environment, or members aspiring to develop into this role
• Knowledge of Windows10 and 11
• Knowledge of pexec build / network imaging
• Knowledge of M365 solution
• Knowledge of scripting will be an advantage

Essential Non-Technical Skills & Experience:

• Team lead experience required with good leadership skills and able to work with people of all levels and backgrounds
• Good communication, project management and reporting skills
• Strong team player with strong client focus
• Good analytical and problem-solving skills
• Proactive and flexible in accommodating stretched tasks
• Work effectively under minimum supervision

About HMS Team Structure

• Perform BAU support in multiple clients offices
• Shift rostering between 7AM 7PM weekdays (CHN excluded)
• Support projects or ad-hoc tasks in non-office hours including weekends and public holidays