Technical Manager, End User Support

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

You will:

• 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

You should have:

• University degree in Computer Science, IT or relevant disciplines
• Minimum 4 - 8 years’ experience in technical support, administration and implementation in related technologies.
• Minimum 4 years’ relevant project management experience gained in a medium to large enterprise
• Ability to multitask between daily tasks and ad hoc project work
• Excellent interpersonal and influencing skills, able to work well with different levels of internal users and external service providers and suppliers
• Effective writing skills to document and present technical issues, prepare projects and resolve 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
• Certifications in Project Management (PMP), ITIL preferred

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

How to Apply

Please send your resume, complete with expected salary and job reference by clicking the Apply Now button or to:

Fax: 2966-5770

Mail: The Human Resources Department, The Hong Kong Jockey Club, 1 Sports Road, Happy Valley, Hong Kong
 

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.