Service Desk Lead

Job Description

 Appealing Points:

• Lead a high-performing delivery center team with direct impact on SLA success, customer satisfaction, and service excellence
• Drive continuous improvement initiatives while collaborating with global clients in a dynamic, fast-paced IT support environment
• Take ownership of team leadership, performance optimization, and strategic service delivery in an international setup

Annual salary: 3 million and above

Job Responsibilities:

• Manage all activities in the Delivery center
• Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and make sure they are aligned
• Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)
• Ensures process changes are implemented
• Implement performance reporting for all the SLAs and KPIs and ensure adherence to the SLAs.
• Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
• Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
• Reviews escalations and implements corrective and preventive actions on DC level
• Initiates and manages against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
• Supervises performance of the team and is responsible for their qualifications
• Attend the monthly governance meeting, Team Leads meeting

Job Qualification:

• Experience: 6+ years in IT service desk management or similar leadership roles.
• Education: Bachelor’s degree in IT, Computer Science, or related field (preferred).
• 4+ years in IT technical support/ managerial roles.
• Experience managing international clients
• Strong knowledge of SLA-driven technical support projects.

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.
• Certifications (preferred): ITIL Foundation, CompTIA A+, HDI certifications

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.

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Indoor smoking

Designated smoking area