IT Service Desk Team Lead (Japanese Speaking) (Pioneer position!) (ID : 687012)

IT Service Desk Team Lead (Japanese Speaking)

The IT Service Desk Team Lead (Japanese Speaking) is responsible for supervising and supporting a 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.
• Analyze 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.

Shift Requirement

Requirements & Experience Needed

Technical Skills

Other Skills

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