Work Location
: Cognizant Tokyo Office
1 min walk from Hanzomon station
4 min walk from Kojimachi station
Language requirements
: Business level English and Japanese (N1 – N2 level)
Role Overview:
Service Desk lead will lead a team of 7 Service Desk agents, ensuring high-quality IT support and operational excellence. This role requires strong leadership, strategic vision, and hands-on management to deliver exceptional service to end-users while meeting SLAs and organizational goals.
Key Responsibilities:
Team Leadership & Development
• Lead and manage a 7-member Service Desk team, fostering collaboration and performance.
• Build a cohesive team environment and coach team members for professional growth.
• Mentor staff on technical and customer service skills to ensure positive client experiences.
Daily Operations
• Conduct shift hand-offs and review outstanding critical items.
• Monitor major incidents, scheduled outages, and business events to adjust staffing plans.
• Review staffing capacity and redistribute workloads as needed.
• Track SLA compliance and take corrective actions for requests nearing or exceeding targets.
• Analyze operational metrics and optimize workflows for improved performance.
• Monitor tickets and calls to identify trends and dependencies.
• Manage escalated issues and serve as the primary escalation point.
• Prepare end-of-shift summary reports and ensure smooth hand-offs.
Customer Satisfaction & Quality Assurance
• Review client feedback and address customer satisfaction concerns promptly.
• Drive continuous improvement initiatives to enhance service quality.
Required Skills & Qualifications:
• Proven experience managing IT Service Desk teams.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• In-depth knowledge of ITIL standards and service management best practices.
• Ability to think critically and adapt systems and processes as needed.
• Comprehensive understanding of organizational business objectives.
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