Assistant Manager - IT Business Intelligence Group

Job PurposeUnderstand priorities as they arise and how to ensure specific jobs are scheduled and carried out as needed.For all tickets that are involving a Vice President or above, follow up with a phone call to ensure satisfaction by the end user.Own the process of Shift Change and ensure all tickets are understood.Monitor and manage the team’s Help Desk tickets to maintain the SLAs.Escalate any concerns that might cause concern to upper management.Provide project management processes on project that are assigned to this role.Report all challenges in a timely manner to BIG Management with options to rectify.Identify and maintain all budget’s items for projects assigned including operational expense (OPEX) budget.Review Service Now Help Desk reports and tools to monitor open tickets and provide the correct level of priority and follow-up as needed.Communicate on a daily basis with Operational executives on key issues.Work with Operations to design the correct Risk and Risk Mitigation elements.Work with the IT Architecture Group Business to understand the costs and benefits and to assist the Business in the formation of a ROI (Return on Investment) document as part of the documentation package for projects.Understand technology as well as Operations.Assists to manage 2nd Tier support for both hardware and software.Maintain knowledgebase in IT Helpdesk system.Identify and establish working relationships with service providers and systems vendors.Competencies and RequirementsExperience: Minimum 2 years’ experience directly related to the duties and responsibilities specified, with 2 years of supervisory role. Proven track record in projects and resource management.Education: Diploma or degree in Information Technology fieldKnowledge/Certificates: General understanding of Hotel/Casino/HR/Finance Applications Language Ability: Multilingual English/Mandarin/Cantonese preferred