Workplace Technology L2 Operation Manager - Assistant Vice President - Workplace Technology - IT

Company Introduction:

We're home to Asia's most dynamic and vibrant capital markets.
Connecting capital, ideas, inspiration and innovation for deeper, more diverse and liquid global capital markets; providing greater choice and opportunity for our customers, each and every day.

HKEX is a purpose-driven company. Our commitment to the long-term development of our business and our markets is articulated in our purpose: "To Connect, Promote and Progress our Markets and the Communities they support for the prosperity of all."

Job Summary:
The Workplace Technology L2 Operation Manager is responsible for overseeing the operational management of workplace technology services at Level 2 (L2) support. This role ensures effective delivery, maintenance, and optimization of technology solutions that support employee productivity, collaboration, and workplace experience. The manager acts as a bridge between L1 support teams and engineering or vendor escalation, ensuring seamless issue resolution and service quality.

Job Duties:

Responsibilities:

Incident Management

• Lead and coordinate L2 support teams to ensure timely and effective resolution of incidents related to workplace technologies. This includes addressing escalated issues that originate from L1 support.
• Monitor, analyze, and resolve recurring issues; drive root cause analysis and implement corrective actions to minimize service disruptions.
• Act as the primary point of contact for L1 support teams for technical escalations, working closely with L3 engineers and external vendors when necessary.

Request Management

• Oversee and guide L2 support teams in efficiently handling requests concerning workplace technologies.
• Ensure that all service requests are addressed promptly and effectively to maintain optimal employee productivity and workplace experience.

Performance Monitoring

• Track and report on key L2 Operations service metrics (e.g., SLA compliance, ticket volumes, resolution times), presenting regular updates to technology leadership.

L1 Training and Knowledge Management

• Provide training and up-to-date technical documentation for L1 teams.
• Conduct knowledge transfer sessions and regularly update materials to reflect changes in workplace technologies and processes.

Asset Management

• Act as the owner of the end user asset management governance and process.
• Oversee the lifecycle of workplace technology assets, including procurement, deployment, tracking, maintenance, and decommissioning.
• Ensure accurate record-keeping, compliance with asset policies, and efficient utilization of resources to support organizational objectives.

Project Management

• Responsible for project delivery services for Workplace Technology.
• Coordinate cross-functional teams to ensure projects are completed on time, within scope, and on budget.
• Oversee the planning, execution, and successful implementation of workplace technology initiatives to support organizational objectives.

Process Improvement

• Identify operational inefficiencies and recommend enhancements to support processes, tools, and documentation to improve service delivery and customer satisfaction.

Team Leadership

• Mentor, coach, and develop L2 support staff; manage scheduling, training, and resource allocation to meet operational needs.

Stakeholder Collaboration

• Work closely with workplace experience teams, IT infrastructure, security, and business units to align technology services with organizational goals.

Documentation & Knowledge Management

• Ensure the creation and maintenance of up-to-date technical documentation, knowledge articles, and troubleshooting guides for L2 Operations.

Compliance & Security

• Ensure L2 operations adhere to company policies, data protection standards, and security protocols.

Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).
• 8+ years in IT support or operations, with at least 3 years in management or team lead role; experience supporting workplace technologies (e.g., Windows/Mac/Mobile endpoints, M365 collaboration platforms, Remote Access, printing solution, Video Conference & AV).
• Strong troubleshooting and analytical abilities; proficiency in ticketing systems, remote support tools, and ITIL practices.
• Leadership & Communication:
• Excellent team management, interpersonal, and communication skills; ability to influence and collaborate across departments.
• ITIL Foundation or higher, Microsoft, Cisco, or other relevant technical certifications preferred.

Preferred Attributes:

• Proactive approach to problem-solving and continuous improvement.
• Ability to thrive in a fast-paced, dynamic environment.
• Strong customer service orientation and focus on workplace experience.
• Experience managing vendor relationships and service contracts.

HKEX is committed as an Equal Opportunity Employer. Diversity is one of our core values and we look to support, respect diverse perspectives, abilities, culture and experiences within our workplace.

Location:
HKEX - Exchange Square

Shift:
Standard - 40 Hours (Hong Kong SAR)

Scheduled Weekly Hours:
40

Worker Type:
Permanent