Desktop Support Lead

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.

• 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.