Desktop Support Team Lead

We are seeking a highly experienced Deskside Support Team Lead to manage and mentor an onsite support team. This role involves overseeing daily deskside operations, ensuring high-quality technical support across Windows, macOS, mobile devices, conferencing, and enterprise tools, while also driving strategic improvements in end-user computing services. The ideal candidate will bring over 7 years of deskside support experience, including 3+ years in leadership, strong technical expertise (Windows, macOS, MS Office, VLAN/DHCP/DNS, Active Directory, SCCM, JAMF), and proven success supporting executive stakeholders in Fortune 500 environments. Fluency in Japanese (JLPT N1) and advanced English proficiency are required.

• Leadership & Team Management: Mentoring, workload prioritization, ticket quality audits, executive-level support, continuous improvement.

• End-User Support: Windows & macOS platforms, laptops, desktops, mobile devices, printers, MS Office (Outlook, Excel, Teams, PowerPoint), VDI, remote access.

• Incident & Problem Management: ServiceNow expertise, root cause analysis, trending analysis, escalation handling, process optimization.

• Knowledge Management: Documentation, knowledge base creation, training, and onboarding programs.

• Technical Tools & Systems: Active Directory, SCCM, JAMF, ARS (Active Roles Administration Service), device lifecycle & asset management.

• Networking: Tier 2+ skills in VLANs, DHCP, DNS.

• System Administration & AV: End-user system administration, AV conferencing support, live meeting streaming.

• Compliance & Security: Adherence to security, confidentiality, and corporate IT policies.

• Languages: Japanese (Native/JLPT N1), English (High-Intermediate, TOEIC 650+).