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About the Role
We are seeking a Service Desk Leader to manage daily service operations for an IT service desk supporting a global insurance company. This role involves managing team members, overseeing incidents and service requests, monitoring SLAs and KPIs, and collaborating with users, technical teams, management, and clients. The project supports asset management, operational processes, customer service, and digital transformation through the provision and operation of critical end-user services.
Responsibilities
- Lead daily service desk operations, managing incidents, service requests, and escalations to meet agreed SLAs.
- Allocate tasks, prioritize work, and manage progress within the service desk team.
- Guide, coach, and manage the performance of service desk members to foster a customer-oriented, high-achieving team.
- Oversee support for inquiries related to Windows, Microsoft 365, Outlook, Teams, VPN, printers, business applications, network connectivity, and access.
- Ensure incidents and service requests are properly logged, categorized, prioritized, tracked, documented, and escalated to L2/L3 support teams as needed.
- Monitor service performance, including SLA compliance, KPIs, ticket quality, first-call resolution rates, and customer satisfaction.
- Create and report on operational reports, service performance dashboards, and KPI reports to internal management and client stakeholders.
- Participate in client meetings, operational reviews, and presentations on service performance.
- Collaborate with internal and external stakeholders to drive process improvements for enhanced service quality and operational efficiency.
- Manage the proper operation of ITIL-based incident management, request fulfillment, escalation, and service desk processes.
Requirements
- Over 5 years of experience in IT service desk or end-user support.
- Over 2 years of experience as a team leader or supervisor.
- Experience leading service desk operations, including task allocation, team coaching, escalation management, and service performance management.
- Understanding of incident management, request fulfillment, SLA/KPI management, and ITIL-based IT service management processes.
- Strong customer service, communication, reporting, presentation, and stakeholder management skills.
- Native level Japanese proficiency.
- Advanced business level English proficiency.
Skills
- ServiceNow
- Jira Service Management
- IT Service Management tools
- Operational reporting
- Management reporting
- Service dashboards
- Performance analysis
- Windows
- Microsoft 365
- Outlook
- Teams
- VPN
- Printers
- Network connectivity
- Business applications
- Active Directory
- Microsoft Entra ID
- User account management
- Password reset
- Account unlock
- Access request handling
Location
- Global
Work Type
- Full-time
Experience Level
- 5+ years in IT service desk/end-user support
- 2+ years in team leadership/supervision
Education Level
- Bachelor's degree in IT, Computer Science, or related field
- ITIL Foundation certification
About the Company
- Global insurance company