Key Responsibilities
- Lead and manage IT Service Center and IT Operations Command Center (ITOCC) shift operations.
- Oversee incident management, request fulfillment, problem management, escalation handling, and SLA compliance.
- Provide operational direction during critical incidents and coordinate service recovery activities.
- Monitor queue performance, workload distribution, and ensure adequate staffing and shift coverage.
- Conduct incident reviews, prepare daily/weekly/monthly operational reports, and drive service quality improvements.
- Manage team performance, provide coaching, and ensure high customer satisfaction levels.
- Facilitate collaboration across technical and non‑technical teams, maintaining strong stakeholder communication.
- Ensure compliance with Melco’s IT governance, security, and operational standards.

Experience Requirements
- 4–5 years of experience in IT Service Management, IT Support, or Service Desk Operations.
- 2–3 years in a supervisory, team lead, or management role within IT operations.
- Proven track record in managing incident, request, problem, escalation, and service level processes.
- Experience leading operational teams in a 24x7 support environment.
- Hands‑on experience with VDI, PCs, laptops, mobile devices (iOS/Android), and Windows platforms.
- Technical knowledge of Active Directory, Exchange, and Microsoft Office applications.
- Familiarity with IT service tools (e.g., ServiceNow, SolarWinds).
- Strong troubleshooting skills in hardware and software.
- Experience in gaming, hospitality, integrated resort, or large enterprise environments preferred.

Education & Certifications
- Bachelor’s degree in IT or related discipline (or equivalent qualification).
- ITIL Foundation Certification required.
- Additional certifications in Microsoft, desktop support, service desk, cybersecurity, or networking are advantageous.

Language Requirements
- Cantonese: Essential for daily communication.
- English: Essential for documentation, escalation, reporting, and user communication.

Skills & Competencies
- Strong customer service mindset and user‑focused communication.
- Ability to manage operational incidents and escalations effectively.
- Excellent organizational, multitasking, and leadership skills.
- High level of accountability, ownership, and service quality orientation.
- Proven ability to collaborate across diverse teams and manage stakeholder

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