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Job ID : 1560087 Date Updated : October 1st, 2025

Desktop Support Lead

Hiring Company Global IT Service Provider
Location Tokyo - 23 Wards
Job Type Permanent Full-time
Salary 6 million yen ~ 11 million yen

Job Description

Location: 100% onsite at client office in Tokyo
Language Requirements:

  • Japanese: Fluent/Advanced (Native level or JLPT N1)
  • English: High Intermediate or above (TOEIC 650+ preferred)

Key Responsibilities

  • Lead and manage a Deskside Support team to ensure timely and effective resolution of technical issues.
  • Mentor team members and foster a culture of service excellence and continuous improvement.
  • Allocate resources efficiently and manage team workload and priorities.
  • Oversee support for end-user computing devices and software (Windows, macOS, mobile devices, printers, MS Office, remote access, video conferencing, VDI).
  • Provide hands-on technical guidance and recommend solutions for complex issues.
  • Support hardware lifecycle activities including provisioning, monitoring, re-imaging, and retirement.
  • Conduct random audits on ticket quality and provide feedback to team members.
  • Ensure adherence to company policies, safety regulations, and cleanliness standards.
  • Maintain compliance with security and confidentiality protocols.
  • Track and monitor incidents using ITSM tools (e.g., ServiceNow).
  • Perform root cause analysis and trend identification for recurring issues.
  • Drive continuous improvement in support processes and documentation standards.
  • Create and maintain knowledge base articles.
  • Develop onboarding and training programs including mentorship and job shadowing.
  • Guide the team in using tools such as Active Directory, SCCM, JAMF, and ARS.
  • Lead system administration efforts and support AV conferencing and live streaming technologies.
  • Communicate technical concepts clearly to executives and stakeholders.
  • Address escalations and ensure resolution of executive-level issues.
  • Ensure team is prepared to perform physical tasks such as device moves and box handling.

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level
Minimum Japanese Level Fluent
Minimum Education Level Bachelor's Degree
Visa Status Permission to work in Japan required

Required Skills

  • Bachelor’s degree in Computer Science or a related field (or equivalent experience with +2 additional years in IT support).
  • Leadership training or certifications are a strong advantage.
  • Minimum of 7 years of experience in Deskside Support, with at least 3 years in a leadership or team lead role.
  • Strong expertise in supporting both macOS and Windows platforms.
  • Proficient in Microsoft Office applications, especially Outlook.
  • Solid Tier 2+ networking knowledge, including VLANs, DHCP, and DNS.
  • Experience managing support operations in a large, global enterprise environment.
  • Proven track record of delivering high-quality technical support to executive-level stakeholders.

Job Location

  • Tokyo - 23 Wards

Work Conditions

Job Type Permanent Full-time
Salary 6 million yen ~ 11 million yen
Industry System Integration

Job Category

Company Details

Company Type Large Company (more than 300 employees) - International Company