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