Appealing Points:
- Leadership Opportunity: Lead, mentor, and develop a team of Helpdesk Engineers and Support Analysts while driving performance, coaching, and professional growth.
- Broad Enterprise IT Exposure: Oversee end-to-end Service Desk operations and technical support across Windows, macOS, Microsoft 365, Active Directory, networking, hardware, and enterprise ticketing systems.
- Operational Impact & Cross-Functional Collaboration: Drive SLA and KPI performance, improve Helpdesk processes, and collaborate closely with Infrastructure, Security, Network, and Application teams.
Annual Salary: 9 Million and Above
Job Responsibilities:
- Team Leadership & Management
- Lead, mentor, and develop a team of Helpdesk Engineers and Support Analysts.
- Conduct performance reviews, coaching sessions, and training initiatives.
- Service Desk Operations
- Oversee day-to-day Helpdesk operations and ticket queues.
- Ensure SLA and KPI targets are consistently achieved.
- Monitor incident, request, and problem management processes.
- Technical Support Oversight
- Manage support for:
- Windows and macOS environments
- Microsoft 365
- Active Directory
- Networking and connectivity issues
- Hardware troubleshooting and repair
- Ensure root cause analysis is performed for recurring incidents.
- Manage support for:
- Process Improvement
- Develop and maintain Helpdesk procedures and knowledge base articles.
- Identify trends through ticket analysis and implement preventive measures.
- Reporting & Stakeholder Management
- Prepare weekly and monthly Helpdesk performance reports.
- Present operational metrics to management.
- Collaborate with Infrastructure, Security, Network, and Application teams.
Job Qualification:
- Bachelor's degree in Information Technology, Computer Science, or related field.
- 5+ years of IT Helpdesk / Technical Support experience.
- 2+ years in a team lead or management role.
- Experience managing Service Desk operations in an enterprise environment.
- Technical Skills
- Windows 10/11 Administration
- Microsoft 365 Administration
- Active Directory
- Azure AD (Entra ID)
- Hardware Troubleshooting & Repair
- Desktop and Laptop Deployment
- Ticketing Systems (ServiceNow, Jira, Zendesk, Freshservice, Remedy)
- Remote Support Tools
- Leadership Skills
- Team Management
- Escalation Management
- Incident Management
- SLA & KPI Management
- Stakeholder Communication
Preferred Certifications:
- ITIL Foundation
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Fundamentals
- Microsoft 365 Certified Administrator
- HDI Support Center Manager
- PMP or Agile Certifications (preferred)
Language Profficiency: Fluent (JLPT N1 or Native) level japanese and Business level English
About Company:
Fidel Technologies KK (since 2001) is a Tokyo-based LangTech Consulting firm & that offers Technology - Localization - Bilingual Staffing services & solutions to global as well as SME Japanese clients. For Japan market entry, IT services (software dev, product dev & implementation, infrastructure support), Localization Services & or Manpower requirements, Fidel is your most trusted Japan-based partner.
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