IT Service Supervisor
Job Description
- Experience in the gaming industry.
- Fluent in English reading and writing, capable of supporting overseas team communication and service management.
- ITIL Foundation certificate or above, PMP certificate.
- Responsible for building and optimizing the company's support service system, including service desk and desktop support, and managing outsourced teams.
- Plan and manage IT support teams across multiple sites, ensuring service accessibility and efficiency.
- Promote service process standardization, SOP development, and online work order system collaboration.
- Analyze service data to identify bottlenecks, optimize processes, and monitor service quality (SLA, MTTR) and user satisfaction.
- Coordinate cross-team issue resolution (network, meetings, printing) for consistent IT service delivery.
- Bachelor's degree or above in Computer or IT related field.
- 5+ years of IT service desk and desktop support experience, including 2+ years of multi-site team management.
- Proficiency in Windows, macOS, Linux, enterprise software, office equipment O&M, and project management.
- Familiarity with IT Service Management (ITIL, ISO20000) and experience in service process optimization and quality management.
- Strong service orientation and customer focus, aiming to enhance user experience.
Job Description
1. Responsible for the construction and continuous optimization of the company's support service system, including front-line service desk and desktop service support teams, capable of effectively managing outsourced service teams, and unifying service standards and processes.
2. Plan and manage the IT support team, covering central and satellite workplaces, ensuring service accessibility and efficiency.
3. Promote service process standardization, SOP construction, and online work order system operation and maintenance collaboration.
4. Based on service data analysis and optimization, identify service bottlenecks, improvement and optimization opportunities, formulate and monitor service quality indicators (SLA, MTTR), user satisfaction, and continuously improve user experience.
5. Coordinate cross-team issue handling (network, meetings, printing, etc.) to ensure overall IT service delivery consistency.
6. Promote knowledge base construction and front-line empowerment to improve service automation, self-service, and support efficiency.
Job Requirements
1. Bachelor's degree or above, computer or information technology related major, experience in the gaming industry preferred.
2. 5+ years of IT service desk and desktop support experience, including 2+ years of multi-site or cross-regional team management experience, with rich front-line work management experience.
3. Familiar with Windows, macOS, Linux terminal systems and mainstream enterprise software, office equipment operation and maintenance, and project management experience.
4. Familiar with IT Service Management systems (ITIL, ISO20000, etc.), with experience in service process optimization and quality management.
5. Strong service awareness and customer orientation: always aiming to improve user experience.
6. Fluent in English reading and writing preferred, capable of supporting overseas team communication and service management preferred.
7. Holds ITIL Foundation certificate or above, PMP certificate preferred.
