Job Description

Position Name : Service Desk Lead/ Manager

Responsibilities :

• Ensure all the Support team members are aligned.
• Should manage new transitions and integration with the current teams.
• Manages all activities in the Delivery centre.
• Should be able to manage the resource related issues.
• Supervises performance of the team and is responsible for their qualification
• Should have good connect with customer.
• Handles escalated issues and drive till the closure and respond promptly.
• Implements SIP ( Service improvement plans) , Lean , pragati etc.
• Ensure all the tasks are handled on-time by the team and supporting the team wherever required.
• Ensure all the monthly customer meetings are handled without any escalations.
• Should be able to connect with team on daily basis and drive the actions.
• Adhering to the customer policies and process
• Should enable the training to the team members at least once in a quarter.
• Should able to manage in internal / External audits
• Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs

Qualifications : 

• Should be strong in technical and process knowledge.
• Should be strong in people management with capable to handle larger team.
• ITIL Certified / Project management certification.
• 5- 7 years of overall Service desk experience with team management (at least 2-3 members) experience as mandatory
• Bachelor Degree
• Excellent analytical, problem solving and critical thinking skills
• Exceptional oral and written communication skills
• Native Japanese Language (N1) is mandatory along with English speaking & Writing ability

Company Description :

A leading global information technology, consulting, and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability, and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.
[Measures against passive smoking]
No smoking indoors allowed
Designated smoking area