Work location: Tokyo
Required language: Native Japanese and Business English
Key Responsibilities:
- Handle 8-member Service Desk team.
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- An ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
- A complete understanding of the organizations business.
- An ability to think critically about systems and to adjust consistently as needed.
- Receive transition from the previous shifts manager and discuss any outstanding critical items at hand-off.
- Review current major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans.
- Review shift staffing to understand who is working, their skills, and how much capacity the service desk has for the day. The manager may need to shift workloads among resources throughout the day.
- Address SLA areas of concern. Often SLA targets will include multiple shifts. The manager will evaluate IT service requests approaching or exceeding their SLAs and may adjust staff priorities.
- Review operational metrics and note areas for attention. The manager will review metrics and reports throughout each day to adjust staffing and workflows as needed to optimize service desk performance.
- Follow up on customer-satisfaction issues and user-feedback responses. The manager is responsible for client satisfaction and will typically review any negative feedback or concerns clients have raised as a part of the post-ticket satisfaction survey.
- Mentor staff. The manager is responsible for staff productivity as well as ensuring positive client perceptions. He or she will often mentor staff about customer-service skills as well as technical issues.
- Monitor tickets and calls. Managers will often monitor incoming service-desk tickets to understand broad trends and identify dependencies that individual agents cant see when working on an individual ticket.
- Manage escalated issues. The manager is the escalation point for any incidents, service requests, or issues. During a typical shift, a manager may spend as much as half of their time managing escalations.
- Prepare hand-off summary report. At the end of each shift, the manager is responsible for preparing a summary of open issues and conducting a hand-off to their peer on the next shift.
- Focus on staffing activities. In addition to managing operational activities, the manager will typically spend 1025% of their day on general staffing activities, such as hiring, training, budgeting, scheduling, and conducting performance reviews.
Must have skills and requirements:
- IT Service Desk
- ITSM Ticketing Tool
- Team Handling
- SLA & Governance
- Client relationship management
- Hosting week, monthly meetings with Client
- Ticket analysis
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