Team Leader, Desk-Side Support (Bilingual: JP + EN)

EIRE Systems has built a reputation over three decades as a trusted provider of enterprise-grade IT support across Japan and the Asia-Pacific region.

Join us and lead a high-performing desk-side support team that supports the Japan-wide offices of a major global precision-equipment manufacturer.

Workplace: Full-time onsite at client's Tokyo head office.
Location: Shinjuku area, Tokyo
Working Hours: Mon–Fri, 9:00–18:00
 

What You’ll Do

The Team Leader manages our onsite Desk-Side Support Team that provides Tier-2 and Tier-3 end-user computing support across Japan (approx. 10 people).

• Oversee daily operations, including workload distribution, prioritisation, and performance monitoring.
• Manage escalations, ensuring issues are resolved promptly and effectively.
• Act as a bilingual bridge between Japanese-speaking end users, local business stakeholders (including VIPs), and global IT teams (US/APAC).
• Liaise with the client’s IT leadership on service quality, incident trends, and improvement initiatives.
• Foster a collaborative, professional team culture aligned with the client’s and EIRE Systems’ values.
• Drive continuous improvement – propose and implement process enhancements and manage small-scale projects (device roll-outs, upgrades, infra changes)
• Contribute to documentation, reporting, and governance activities.
• Provide hands-on technical support as required.

What We’re Looking For

• 4-8 years in enterprise IT support, including 1–2 years in a senior or team-lead capacity.
• Bilingual - fluent/native-level Japanese and business-level English.
• Strong technical proficiency: Windows 10/11, macOS, Microsoft 365 ecosystem, AD/Exchange, endpoint management tools (Intune/JAMF/SCCM), networking (LAN/Wi-Fi/VPN), and conferencing/AV systems.
• Experience with ITSM platforms (ServiceNow, Jira, or similar), and disciplined in process-driven support.
• Demonstrated leadership and team-management capabilities, ideally in a multinational or cross-border support environment.

Certifications (Preferred, Not Mandatory)
ITIL Foundation, CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator (or equivalent.
 

Why You’ll Love It:

• Work in a global, bilingual environment within a leading medical technology company.
• Enjoy a stable, full-time onsite role in Tokyo with opportunities to expand your technical expertise and further develop your people-management capability.
• Join a workplace that values innovation, teamwork, and exceptional service.
• Collaborate with international teams and grow your professional network.

Why Join EIRE Systems?

• Work with a trusted, locally established and operated, IT services provider with a 30-year presence in Japan and Asia.
• A stable business with a diverse, ever-expanding client list featuring many of the world’s leading companies.
• Supportive leadership, a friendly and collaborative team culture.
• Opportunities for career development, skills enhancement, and mobility across a diverse client portfolio.
• Competitive employment conditions and a supportive management structure.
• Many fun and family friendly social events and employee engagement initiatives throughout the year!

• 4-8 years in enterprise IT support, including 1–2 years in a senior or team-lead capacity.
• Bilingual - fluent/native-level Japanese and business-level English.
• Strong technical proficiency: Windows 10/11, macOS, Microsoft 365 ecosystem, AD/Exchange, endpoint management tools (Intune/JAMF/SCCM), networking (LAN/Wi-Fi/VPN), and conferencing/AV systems.
• Experience with ITSM platforms (ServiceNow, Jira, or similar), and disciplined in process-driven support.
• Demonstrated leadership and team-management capabilities, ideally in a multinational or cross-border support environment.
• Certifications (Preferred, Not Mandatory). ITIL Foundation, CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator (or equivalent.