L1 Service Desk Engineer Lead

Job Description

Appealing Points:

• Opportunity to grow into a leadership role by supporting daily service desk operations, handling escalations, and acting as a backup Support Operations Manager.
• Hands-on exposure to modern enterprise IT environments, including Windows, Microsoft 365, authentication tools, and ITIL-based service management practices.
• Collaborative and improvement-driven culture where you can coach team members, enhance processes, contribute to knowledge management, and drive continuous service improvement.

Annual salary: 6 million and above

Responsibilities:

• Provide first-level IT support for hardware and software issues, including PC setup and authentication troubleshooting.
• Handle incoming support requests, document incidents, and escalate complex problems as needed.
• Communicate clearly with users, guide them through procedures, and address issues with outdated documentation.
• Maintain SLA/KPI targets, ensure compliance with security standards, and deliver high-quality customer service.
• Contribute to knowledge base updates and support continuous service improvement initiatives.
• Leadership;Support Operation Manager and become backup when he is not available
• We are looking for :

1. Operational Leadership- Service Desk Leaders must guide daily operations efficiently.

• Monitoring SLAs and ensuring compliance
• Handling escalations and major incidents

2. Decision‑Making & Problem Resolution

• Ability to make quick, accurate decisions during incidents
• Evaluating outcomes and driving improvements

3. Communication & Customer Management

• Clear communication with users, teams, and stakeholders
• Ensuring communication quality and feedback handling

4. People Management & Team Motivation

• Building team competency (business domain, technical, process)
• Conducting quality audits
• Coaching Service Desk Agents and SMEs

5. Continuous Improvement & Innovation

• Identifying improvement areas
• Suggesting process and tool enhancements

6.Knowledge Management Leadership

• Maintaining and updating knowledge base
• Promoting shared responsibility
• Creating a collaborative, transparent support culture

7. Training, Compliance & Skill Development

• Mentioned in service desk best‑practice training emails:
• Ensuring team completion of compliance modules

Job Qualification:

• Basic knowledge of Windows OS, Microsoft 365, and common enterprise applications.
• Experience in troubleshooting hardware (PCs, peripherals) and software issues.
• Familiarity with ticketing systems (e.g., ServiceNow) and incident documentation.
• Understanding of authentication tools (e.g., VPN, MFA, Microsoft Authenticator).
• Strong communication skills in Japanese Native level, with a customer-first mindset.
• (Preferred) Strong Bilingual (JP/EN) ability.
• Ability to follow procedures and escalate issues appropriately.
• Awareness of ITIL practices and service desk workflows.
• Commitment to security, compliance, and professional communication standards.
• Willingness to contribute to knowledge base and service improvement initiatives.
• Leadership skill to guide and manage team

Language Skills: Native level Japanese (JLPT N) 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