Mayer Brown

Regional IT Service Desk Team Leader (Asia)

Job Post Information* : Posted Date 3 weeks ago(1/6/2021 10:36 PM)
# of Positions
Pos. Category
Information Technology - Help Desk / Technical Support
Office Location
Hong Kong - Wong Chuk Hang
Pos. Type
Regular Full Time


Mayer Brown is a leading global law firm with offices in 26 key business centres across the Americas, Asia, Europe and the Middle East. With approximately 200 lawyers in each of the world’s three largest financial centres — New York, London and Hong Kong — we are uniquely positioned to advise leading companies and financial institutions on their most complex legal needs. We have deep experience in high-stakes litigation and complex transactions across industry sectors, including our signature strength, the global financial services industry.


We are a collegial, collaborative and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support and development they need to grow, thrive and realise their greatest potential. We also encourage all our people to use their skills to support the wider community through our pro bono and community volunteering programmes. At Mayer Brown the principles of mutual respect, dignity and understanding are central to the way we work and help to provide an environment where diversity and inclusion are embraced.


  • Manage all incoming incidents and service requests in accordance with standard procedures
  • Deliver support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded
  • Provide proactive incident management across all global queues for regional tickets
  • Escalate problems based on trend analysis to the Problem Management process and act as a technical resources for escalated problems
  • Operate within and make suggestions for improving service desk standards and guidelines
  • Develop a sound understanding of IT operations, related applications and IT systems, as well as business related processes and procedures
  • Provide mentoring and coaching to other team members
  • Work with vendor support contacts to resolve technical issues within the Service Desk environment
  • Define, document and maintain relevant Service Desk processes including all relevant communication activities
  • Adhere to all IT and user quality assurance practices/processes
  • Provide advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices
  • Accurately maintain all relevant applications support documentation including the on-line knowledge base
  • Undertake regular service audits  (audit/leavers/joiners) to ensure timely completion
  • Participate in a good proactive working relationship between your team and other teams within the IT department and the users
  • Provide proactive communication via recognized channels
  • Work hours other than those normally scheduled whenever business needs require
  • Provide on-call assistance when needed
  • Assist in other area's in IT when needed and perform other duties as directed
  • Manage and co-ordinate operational schedules for the team such as working times and call co-ordination for queue management

Qualifications / Person Specification

  • 2+ years experience as a Service Desk Team Leader in a professional services environment
  • Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred
  • SDI Certified Helpdesk Analyst and/or relevant experience preferred
  • ITIL Foundation certification
  • Associates Degree in related field is preferred or equivalent work experience
  • Law Firm experience strongly preferred
  • Knowledge of Active Directory as they relate to Service Desk
  • Advanced support capabilities in MS Office 2007 Applications including Word, Outlook, Excel and PowerPoint
  • Advanced knowledge of BlackBerry/iPhone and latest Android devices
  • Advanced knowledge of document management systems and e-filing processes
  • Advanced support capabilities for other non-standard legal applications including time recording and document comparison applications
  • In depth knowledge of remote access technologies (i.e. Citrix)
  • Good knowledge of the ITIL framework essential
  • Fluency in written and verbal Cantonese, Mandarin and English



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