IT Support Team Lead

IT Support Team Lead

Languages

JLPT N1 or above

English: Business level

We are looking for an experienced IT Support Team Lead to lead onsite IT support operations.

This role requires a hands-on leader who can manage client relationships, lead an IT support team, ensure SLA compliance, and provide high-quality end-user support in a manufacturing / production environment.

Key Responsibilities:

Client & Service Management

• Act as the primary IT contact for the client at site level
• Manage weekly and monthly client meetings, reporting, and presentations
• Ensure SLAs are met for all assigned sites and services
• Handle user communications professionally (email and verbal)

Team Leadership

• Lead and coordinate the onsite IT support team as a cluster/site lead
• Allocate tickets, manage workloads, and ensure service quality
• Coordinate with vendors, principals, and third-party engineers

End-User & Technical Support

• Provide hands-on support for Desktop and Laptop troubleshooting
• Installation, configuration, and troubleshooting of OS, applications, and drivers
• Remote assistance for PC setup, upgrades, and issue resolution
• Support and basic configuration of iPhones (iOS devices)
• Work on incidents and service requests related to hardware and software

Ticketing & ITSM

• Hands-on experience with ticketing tools
• Strong understanding of incident and service request processes
• Knowledge of Service Desk operations: ticket logging, categorization, and allocation
• Ensure adherence to ITIL-aligned processes and SLA targets

Asset & Inventory Management

• Manage hardware asset and inventory records (systems and peripherals)
• Track asset movement across sites and maintain stockroom accuracy
• Perform weekly/monthly inventory audits
• Handle equipment disposal in compliance with processes
• Place hardware/accessories orders and manage threshold stock levels

Site Operations Support

• Escort and coordinate third-party engineers onsite
• Provide hands & feet support for network, printer, and firewall activities
• Perform Quality Assurance testing of laptops
• Receive equipment from clients and update stock records
• Liaise with site facilities for maintenance of Hub / Tech Hub areas

Required Skills & Experience:

• Proven experience in IT Support / Desktop Support / Service Desk roles
• Experience leading or managing an IT support team
• Strong hands-on experience with ticketing tools and ITSM processes
• Solid knowledge of hardware asset and inventory management
• Basic network troubleshooting knowledge
• Strong customer service and client management skills
• Advanced working knowledge of Microsoft Excel
• Experience supporting manufacturing or production line environments from an IT perspective