Job Summary

The Service Operations Manager is responsible for leading Superhub’s end‑to‑end service delivery teams, including Technical Support Service Desk, Network Operations Center (NOC), Remote Monitoring & Management (RMM), Field Service & On-site Support, and Internal IT Operations.
The role ensures reliable, secure, and high‑quality cloud services for customers, covering Microsoft 365, Azure, Modern Workplace, Security, and Managed Services offerings. This position drives operational efficiency, customer satisfaction, continuous improvement, and alignment with Superhub’s Service & Business Excellence goals.

Roles and Responsibilities:

Technical Support Service Desk / Hotline

• Oversee daily operations for Tier 1 support across Microsoft 365, Azure, security solutions, and cloud-managed services

• Ensure SLA and KPI compliance for incidents, service requests, and escalations

• Improve ticket triage, call handling flow, and quality of troubleshooting

• Maintain updated SOPs, troubleshooting guides, and knowledge base articles aligned with Superhub’s cloud offerings

• Monitor team performance: queue health, backlog, ticket aging, customer interactions, CSAT

NOC & RMM Operations

• Lead the NOC to maintain 24x7 monitoring of customer cloud workloads, endpoints, servers, and network devices

• Oversee RMM operations including patching, alert handling, automation scripts, monitoring templates, and compliance

• Ensure early detection and proactive remediation of performance, availability, and security issues

• Improve operational efficiency via automation, runbooks, and monitoring optimization

• Drive continuous improvement for Azure monitoring, log analytics, and cloud governance alerts

Field Service & On-site Support

• Manage field engineers handling hardware replacement, onsite troubleshooting, new deployment/rollout, and project implementation

• Coordinate closely with Project Team, Technical Team, and Customer Success for smooth execution

• Oversee resource scheduling, documentation, safety compliance, and asset handling

Internal IT Management

• Oversee Superhub’s internal systems including Microsoft 365, Azure AD/Entra ID, networks, firewalls, endpoints, VPN, and office facilities

• Ensure IT security hygiene: patching, MFA, conditional access, RBAC, credential vaulting, and access review

• Support internal users with timely IT helpdesk support and system enhancements

People Leadership & Team Development

• Lead, coach, and develop teams across Service Desk, NOC, Field Services, and Internal IT

• Plan training roadmap including Microsoft role based certifications, product knowledge, and customer service skills

• Cultivate a performance-driven and customer-centric culture aligned with Superhub’s brand values

• Manage hiring, shift planning, on-call duty roster, and manpower forecasting

Process, Quality & Continuous Improvement

• Strengthen incident, request, change, and problem management frameworks

• Improve service consistency through SOPs, runbooks, checklists, and automation

• Collaborate with Product, TS, and CS teams on service improvement initiatives

Customer Experience & Stakeholder Engagement

• Act as escalation point for major incidents, VIP customers, and complex technical issues

• Provide service performance dashboards, analytics, reporting, and insights for internal and customer review

• Communicate proactively during incidents, planned maintenance, and service updates

We are looking for:

• Bachelor’s degree in IT, Engineering, Computer Science, or equivalent

• 5–8 years of IT operations experience, preferably within a Microsoft CSP/MSP environment

• Proven leadership experience managing multi-team technical operations

• Strong knowledge of Microsoft 365, Azure, Entra ID, security solutions, networking, and cloud-managed services

• Familiarity with ITIL processes; certification is an advantage

• Experience with RMM tools, enterprise monitoring, ticketing platforms, and automation workflows

• Strong leadership, communication, and stakeholder management

• Excellent analytical and problem-solving capability

• Ability to manage high-pressure operational scenarios and drive resolutions

• Customer-focused mindset with strong service excellence orientation

Benefits:

• Annual leave, birthday leave, work anniversary leave, examination leave, and other welfare leaves

• Attractive remuneration package

• Staff buddy Program and regular team-building activities

• Continuous sponsorship for the latest cloud technologies training

• Opportunity to advance your knowledge and expertise in cloud technologies

Who are we?

• Employer of Choice Award and Innovative Technology Deployment Award Winner

• Top Award of Microsoft Cloud Solution Provider Direct Partner

• Best Managed Service Provider Partner

• Largest Cloud Hosting business in Hong Kong since 2008

• Mission to empower customers to #WORKSMARTER with cloud solutions and IT services

• Workplace encourages passion, efficiency, judgment, involvement, and development

Join our team and be part of our success story! Apply now and take your career to new heights in the exciting world of cloud technologies.

Interested parties, please send your latest resume with present and expected salary by clicking APPLY NOW. All applications will be treated in strict confidence and for recruitment purposes only. Only shortlisted candidates would be contacted.