Assistant Manager - Information Technology Services Office

Department: Information Technology Services Office

Job Posting Details

 

The Information Technology Service Office (ITSO) is responsible for developing and managing the University’s IT infrastructure, while promoting effective use of technology to support learning, research, and administrative functions.

IT professionals are now invited to apply for the position of Assistant Manager under the User Services Delivery team of ITSO. The team is responsible for the end-to-end provision of IT support and service delivery, ensuring a seamless IT experience for the University community.

This position will support the team's head in delivering a wide range of critical services, including IT project management, first‑line user support at the Service Desk, and the management of IT and A/V facilities in teaching venues. The role also involves active collaboration with other IT teams to enhance user experience through the adoption of AI technologies, such as AI‑powered chatbots.

Key Responsibilities:

• Provide professional IT support and troubleshooting to a large and diverse user community.
• Perform front-end user support at the Service Desk, fulfilling a variety of service requests.
• Provide front-end support to IT and AV facilities within teaching venues to ensure operational and readiness.
• Participate in initiatives to streamline the user experience through the application of AI technologies, such as AI-powered chatbots.
• Engage in various aspects of IT project management and delivery.
• Act as an early adopter of new technologies, including emerging AI tools, to drive service innovation and improvement.

• Work on shift or outside normal office hours (occasionally required).
• Perform any other duties and responsibilities as assigned by supervisor.

Qualifications and Experience:

• Bachelor’s degree in computer science or related discipline with at least 5 years of work experience in the IT field.
• Solid working experience in user support in local educational institutions and good interpersonal skills is preferred.
• Knowledge and experience in some of the following areas will be advantageous: Mac OS, digital A/V technologies, Meta Horizon Workrooms technology and AI tool technology.
• Prior experience in ITIL, ServiceNow, O365 and SharePoint (highly desirable).
• Previous experience in project management is a plus.
• Good command of written and spoken English and Chinese (including Putonghua).
• Sound analytical troubleshooting ability.
• Be a good team player and able to work independently.
• Willing to learn new technology and good time management.

Continuous professional development and on-the-job training will be provided for the successful candidate. (Duration: 2 years, renewable)

Starting salary will be commensurate with qualifications and experience.  Fringe benefits including annual leave, medical and dental benefits will be provided.  A gratuity will be payable upon successful completion of contract.

Please apply on or before: 10 June 2026.

(Information provided by applicants will be used for recruitment and other employment-related purposes.  Applicants should read the Personal Information Collection Statement before submission of application.)

HKUST is an equal opportunities employer and is committed to our core values of inclusiveness, diversity, and respect.