Job Description

Appealing Points:

• Lead a high-performing service desk team  Manage and mentor service desk executives to deliver prompt, professional support across multiple channels while maintaining high customer satisfaction.
• Drive SLA compliance and operational excellence  Oversee ticket prioritization, SOP implementation, and ITIL-based processes to ensure efficient operations and consistent service quality.
• Opportunity to develop people and IT capabilities  Play a key role in coaching team members, leading user training, and promoting continuous learning in a fast-paced IT support environment.

Annual salary : 6 million and above

Job Responsibilities:

• Manage a team of service desk executives to ensure prompt responses to inquiries, incidents, and service requests across phone, email, and ticketing systems.
• Assess, diagnose, and resolve or escalate technical issues (hardware, software, network).
• Develop, maintain, and enforce SOPs and troubleshooting guidelines.
• Provide excellent customer service through mentorship, guiding the team in addressing queries professionally.
• Ensure all actions are documented in the ticketing system for reporting and records.
• Prioritize and oversee ticket management to meet SLAs and resolution targets.
• Collaborate with internal IT teams, vendors, and third-party providers for enhanced service delivery.
• Communicate effectively with end-users regarding updates and escalations.
• Lead user training sessions and create self-help resources to enhance IT literacy.
• Foster continuous learning within the team and stay updated on emerging technologies.

Job Qualification:

• Experience: 4–5 years in an IT service desk management role.
• Education: Bachelor’s degree in IT, Computer Science, or related field (preferred).
• Skills:
  • Proficiency with ticketing systems, remote support tools, and ITIL framework.
  • Strong communication skills for conveying technical details to non-technical users.
  • Proven leadership experience in managing large teams, focusing on customer satisfaction.
  • Ability to manage multiple tasks in a high-paced environment.
  • Leadership qualities to coach, mentor, and motivate the team.
  • Flexibility to work in rotational shifts.

Language Skills: Business level Japanese (JLPT N2) and Business level English

Company Description 

One of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. 

Their unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. 

Headquartered in the U.S., this company is one of the Fortune 500 companies and is consistently listed among the most admired companies in the world.

[Passive smoking measures]

Indoor smoking

Designated smoking area

Job Requirements: Japanese JLPT N2, English 2, IT service desk, ticketing system, emerging technologies, remote support, ITIL framework

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