Deskside Support Team Lead

Deskside Support Team Lead

We are seeking a highly skilled and experienced Team Lead to oversee the Deskside Support team. This leadership role is responsible for managing day-to-day operations, mentoring team members, ensuring high-quality technical support, and driving strategic initiatives to enhance end-user computing services.

Working Location:

100% onsite at client office near Roppongi station

Required Languages:

Japanese - Fluent/Advanced (native, JLPT N1) required.

English – High Intermediate or above (TOEIC 650+) preferred.

Responsibilities:

Lead and manage the Deskside Support team, ensuring timely and effective resolution of technical issues. Oversee support for End User Computing hardware and software (Windows and MAC), including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, and VDI. Ensure team adherence to best practices and service excellence.

Being available to offer necessary guidance and required tech knowledge and recommend technical solutions.

Maintain Standards:

Overseeing daily operations, managing staff, and ensure compliance with company policies, safety regulations, and cleanliness standards.

Random audit checks on ticket quality & share 1:1 feedback with techs based on findings

Addressing concerns, and facilitating communication.

Incident Management:

Implement and maintain documentation standards, track and monitor incidents using ServiceNow. Ensure timely resolution and continuous improvement of support processes.

Problem Management:

Perform weekly trending analysis on incident analysis & look for trends for recurring issues.

Providing detailed knowledge and expertise related to the affected system, process, or technology, helping to identify the root cause of an incident by offering insights into normal operations, potential failure points, and how specific actions could have contributed to the problem.

Knowledge Management:

Create, organize, and update the knowledge base articles in Service Now.

Train new hires: Develop mentorship, job shadowing, and similar programs.

Technical Expertise:

Provide leadership in hardware, peripherals, enterprise software support, re-imaging, data migration, break-fix, international travel support, device backup and restore, mobility, email, IMACs (installs, adds, moves, and changes), and ad-hoc support for technology users.

Tool Utilization:

Guide the team in using ARS (Active Roles Administration Service), Active Directory, SCCM, JAMF, and similar tools to achieve operational efficiency and first contact resolution.

Device Lifecycle Management:

Oversee the full lifecycle of end-user devices, including provisioning, monitoring, remote management, re-imaging, de-provisioning, and retirement. Including Asset Management and regular stock taking activities using Service Now.

Leadership and Communication:

Manage and prioritize team workload, allocate resources effectively, and ensure resolution of executive-level issues. Foster continuous learning and implement innovative solutions. Communicate technical concepts clearly to executives and stakeholders.

Compliance and Strategy:

Ensure team compliance with security and confidentiality policies. Apply strategic insights to improve processes, services, and team performance.

Physical Requirements:

Ensure team readiness to perform physical tasks such as carrying device boxes and executing moves.

System Administration and AV Support:

Lead system administration efforts and manage support for Audio Video Conferencing technology and live meeting streaming.

Required Qualifications:

· A Computer Science Bachelor's degree or related field; or +2 years’ additional experience.

· Leadership training or certifications are a plus.

· 7+ years' experience in a Deskside Support role, including at least 3 years in a leadership or team lead capacity.

· Extensive experience supporting MAC and Windows platforms. Expertise with MS Office suite, including Outlook.

· Tier 2+ level networking skills (VLANs, DHCP, DNS).

· Experience leading support operations within a Fortune 500 global company.

· Proven ability to lead executive support initiatives and ensure high-quality service delivery to C-level stakeholders.