Operations Manager

2週間前

Tokyo ReachExt K.K.

Service Desk Manager

Location: Tokyo

Language: Native Japanese and Business English

  • Lead an 8-member Service Desk team.
  • Develop a cohesive team by coaching and mentoring members, promoting effective communication, and fostering a collaborative work environment.
  • Drive the strategic vision for the service desk, setting long-term goals and objectives, and aligning the team's efforts accordingly.
  • Balance short-term and long-term needs, prioritizing tasks, and ensuring seamless execution of daily operations.
  • Maintain expertise in industry standards and best practices for service management.
  • Utilize strong communication skills to influence stakeholders, market the service desk, and advocate for necessary resources.
  • Cultivate a deep understanding of the organization's business, enabling informed decisions that drive success.
  • Think critically about systems and adapt them consistently as needed to ensure optimal performance.

  • Receive transition from the previous shift manager and discuss any outstanding critical items during hand-off.
  • Review current major incidents, scheduled outages, and business events to assess staffing plan adjustments.
  • Analyze shift staffing, identifying who is working, their skills, and capacity for the day.
  • Address SLA areas of concern, adjusting staff priorities as needed to meet targets.
  • Monitor operational metrics and note areas for attention, making adjustments to optimize service desk performance.
  • Follow up on customer satisfaction issues and user feedback responses.
  • Mentor staff to improve productivity and client perceptions.
  • Manage escalated issues, serving as the escalation point for incidents, service requests, or issues.
  • Prepare hand-off summary reports at the end of each shift.
  • Focus on staffing activities, including hiring, training, budgeting, scheduling, and conducting performance reviews.

Requirements:

  • IT Service Desk experience.
  • Proficiency with ITSM Ticketing Tools.
  • Strong team handling and leadership skills.
  • SLA and governance knowledge.
  • Excellent client relationship management skills.
  • Able to host weekly and monthly meetings with clients.
  • Ticket analysis expertise.

Salary: Estimated salary range: ¥¥5,000,000 - ¥7,500,000 per year.

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