Assistant Technical Manager, End User Support

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

Who are we?

We are the IT Division of HKJC, a vibrant community of over 1,500 dedicated professionals working collaboratively across Hong Kong and Shenzhen.

Our team is a diverse mix of individuals from various backgrounds, from all across the world. We embrace our humanity, recognizing that each of us brings unique strengths and perspectives. This diversity not only enriches our work environment but also drives our innovation and creativity as we strive to achieve our collective goals.

What do we do?

We design, build, and operate the technology that powers the Club. Our primary focus is on delivering the service that supports our hospitality, racing and wagering operations, to ensure that our customers and members enjoy exceptional experiences.

We also deliver the changes necessary to drive business growth through new products and services. And, we are committed to safeguarding the Club by protecting it from external threats, providing a secure and resilient technological environment.

The Department

The IT Infrastructure and Platform Operations Department is responsible for the design, implementation, and management of the infrastructure that supports the Club’s IT systems, and leads the Service Management capabilities that ensure the smooth running of these systems.

This department ensures that all technological resources operate efficiently and effectively to support business objectives. Key responsibilities include:

• Design and operate processes and controls that ensure IT service availability, performance, and resilience are aligned with business expectations.
• Manage the 24x7 IT Operations Centre.
• Manage the Club’s exploitation of the public cloud.
• Manage the complete lifecycle of the Club’s IT network and the technology within our data centres.
• Provide the roadmaps, standards, and capabilities that enable our IT infrastructure to remain current (eligible for vendor support) and secure (patched and remediated against CVEs).
• Provide the Club’s colleague collaboration technology suite, including desktop and laptop computers, mobile devices, collaboration tools, carrier contracts, and associated support functions.

The Job

• Manage and work with the End User Support (EUS) services vendor to ensure all services are delivered within the SLA
• Provide high-priority IT services and proactive technical support to the senior executives and their assistants
• Manage, develop and deploy desktop solutions, workplace technologies and mobility solutions to meet business needs and IT workplace roadmap
• Provide technical support to End User systems and tools, desktop applications, platforms, Remote Access and Mobility solutions, etc.
• Coordinate and collaborate with vendors and club suppliers to support events & meetings. This includes pre-meeting site visit, setup and equipment checks, as well as providing technical assistance during the meeting
• Manage projects within its planned scope, schedule and budget, while serving as a liaison for the project's technical, functional and non-functional teams
• Coordinate and collaborate with different club parties and suppliers to ensure projects are delivered smoothly and achieve the expected result
• Coordinate administration, provision and vendor management of the Enterprise printing solution
• Manage workflow on End User procurement, including order fulfilment, inventory control and tendering
• Align personal development plan with business objectives and embrace the transformation to move the team/department forward

About You

• A diploma or above in a relevant field such as Computer Science, Information Technology, or Management of Information Systems
• Relevant certifications (e.g. ITIL Foundation, Project Management) are advantageous
• Minimum 4 years of experience in IT support, helpdesk, or end user support roles in a medium to large enterprise
• Ability to work closely with other IT teams to resolve issues and improve service delivery
• Ability to multitask between daily tasks and ad hoc project work
• Excellent verbal and written communication skills to assist and educate end users
• Effective writing skills to document and present technical issues, prepare projects and prepare reports
• Solid domain knowledge with one or more of the following: Windows 11,  MS Office, Exchange, JAMF, macOS, Active Directory, SharePoint, Microsoft 365 with Azure Multi-tenant setup, etc.

Apply Now!

We offer competitive salary and benefits packages, a dynamic working environment and development opportunities.

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Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.