About the Company
Join a global technology services and consulting organization helping clients solve complex digital transformation challenges. The company combines consulting, engineering, design, and operations expertise to deliver innovative, sustainable, and future-ready solutions.
You will work in a collaborative, inclusive environment that values continuous learning, customer success, operational excellence, and professional growth. The organization encourages employees to continually reinvent their skills and approach, empowering them to make a meaningful impact for clients, colleagues, and communities. This is an opportunity to build your career within an international business while supporting critical technology services for a major enterprise environment.
What the Job Entails
As Desktop Support Lead, you will lead an onsite field support team in Hachioji, Tokyo, ensuring reliable and high-quality IT support for users and customer stakeholders. You will oversee the resolution of incidents and service requests involving hardware, software, operating systems, peripherals, telephony, printers, and basic network infrastructure.
You will act as an escalation point, monitor service-level performance, and ensure tickets are resolved accurately and within agreed timelines. The role includes supporting priority incidents, coordinating change requests, documenting root causes and outcomes, and contributing to service improvement initiatives. You will also mentor team members, support VIP users, participate in service review and major incident calls, maintain knowledge articles, and collaborate with remote infrastructure teams on onsite network and hardware activities.
Key Requirements
7+ years of experience in IT infrastructure field support, desktop support, or a closely related environment.
Demonstrated experience leading teams, managing performance, mentoring technicians, and maintaining high-quality service delivery.
Strong customer management and stakeholder communication skills, including experience handling escalations and VIP support.
Native-level Japanese communication skills and business-level English proficiency, both written and verbal.
Practical experience troubleshooting hardware, operating systems, business applications, printers, telephony devices, and peripherals.
Working knowledge of enterprise LAN/WAN environments, TCP/IP, DNS, DHCP, VPN, and RDP.
Experience with mobile device management platforms such as AirWatch, XenMobile, or MobileIron.
Familiarity with ticketing tools such as ServiceNow or Remedy, as well as incident, problem, service request, and change management processes.
Ability to support PC imaging and deployment using PXE, USB ISO, or Microsoft Configuration Manager.
Understanding of hardware warranty requirements, security compliance, data backup practices, and basic onsite network infrastructure.
Self-driven, results-oriented, organized, and committed to continuous improvement and automation.