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About the Role
We are seeking a Service Desk Leader to drive stable service delivery and operational improvements in a global customer environment within an IT services company for the insurance industry. You will be involved in enhancing the quality and operational efficiency of IT service desk and end-user support services, collaborating with multinational team members.
Responsibilities
- Manage the overall operation of the service desk and drive SLA achievement.
- Manage incident, service request, and escalation responses.
- Develop, coach, and manage the performance of service desk members.
- Monitor and report on KPIs and SLAs.
- Conduct service reviews and operational reports for clients.
- Manage operations using ticketing tools such as ServiceNow.
- Coordinate with stakeholders and promote operational quality improvement measures.
- Implement improvements and efficiency measures for business processes.
Requirements
- Over 5 years of practical experience in IT service desk or end-user support.
- Over 2 years of experience as a service desk team leader or manager.
- Knowledge of incident management and service request management based on ITIL.
- Native level Japanese proficiency (ability to accurately understand complex nuances and expressions and use them naturally and precisely).
- Advanced business level English proficiency (ability to independently conduct meetings, presentations, and negotiations with clients and internal stakeholders).
Skills
- ITSM tool experience (e.g., ServiceNow, Jira Service Management)
- KPI and SLA management and reporting experience
Location
- Global
Work Type
- Full-time
Experience Level
- 5+ years of IT service desk or end-user support experience
- 2+ years of team leadership or management experience
About the Company
- Provides IT services for the insurance industry.