Job Description

Key Responsibilities

• Lead operations and project delivery across core IT support team, including the IT help centre, computing centre, teaching and learning technologies, AV/IT setups in instructional spaces, and cloud-based collaboration platforms.
• Ensure IT support resources are aligned with user needs by monitoring and reporting on service performance using both quantitative and qualitative metrics.
• Collaborate with internal teams to promote the adoption of standardized technology solutions, offering training and support to drive change.
• Champion digital transformation and AI-driven initiatives to enhance the learning experience, working closely with academic stakeholders to support teaching, learning, and assessment.
• Identify and implement innovative technologies that support the organization’s strategic goals.
• Mentor and develop talent within the User Support Services team.
• Carry out additional duties as assigned by senior leadership.

Qualifications & Experience

• Degree holder or above in Computer Science, Software Engineering, or a related field.
• Minimum of 10 years’ experience in managing IT teams and delivering support services and technology projects in large-scale environments.
• Strong ability to manage user expectations and improve administrative processes through technology.
• Practical experience in agile development, particularly in building digital solutions using Large Language Models, advanced prompting techniques (e.g., RAG), and multi-modal agents.
• Excellent communication skills in English and Chinese, including Putonghua.
• Prior experience deploying AI-powered teaching and learning technologies—especially using LangGraph—in an academic or learning-focused setting is highly desirable.