IT Service Desk Lead (Japanese Language)

IT Service Desk Lead (Japanese Language)

The IT Service Desk Team Lead (Japanese Language) is responsible for supervising and supporting a remote team of Service Desk Analysts who provide first-line technical support to internal users, including those in Japan. This role requires fluency in Japanese and English, strong leadership skills, and experience in remote IT service delivery.

Responsibilities

• Lead, coach, and mentor a remote team of IT Service Desk Analysts providing technical support in both Japanese and English.
• Monitor service desk ticket queues to ensure timely response, resolution, and closure of incidents and requests according to SLAs.
• Act as the primary escalation point for complex or high-priority technical issues, collaborating with IT teams and stakeholders as needed.
• Ensure high-quality, customer-focused support for Japanese-speaking users through clear and effective communication.
• Conduct regular virtual team meetings, training sessions, and knowledge sharing to foster team development and maintain up-to-date technical expertise.
• Analyse support metrics and generate reports to identify trends, improve processes, and optimize team performance.
• Develop and maintain knowledge base articles and process documentation in both Japanese and English.
• Drive continuous improvement initiatives to enhance the remote support experience and customer satisfaction.
• Ensure compliance with IT policies, procedures, and information security standards.
• Assist with recruitment, onboarding, and remote training of new service desk team members.
• Perform additional duties and projects as assigned by Company.

Requirements

Technical Skills

Other Skills

Shift requirement

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