Position: IT Support Team Lead
Company: Confidential Global IT Services Company
Location: Japan
About the Role
An experienced IT Support Team Lead is sought to oversee onsite IT support operations within a manufacturing and production environment.
This role requires a hands-on technical leader capable of managing client relationships, leading onsite support teams, ensuring SLA compliance, and delivering high-quality end-user support services across multiple operational areas.
The successful candidate will combine strong technical troubleshooting capabilities with team leadership, service management, and operational coordination skills.
Language Requirements
Japanese: JLPT N1 or above
English: Business level
Key Responsibilities
Client & Service Management
Act as the primary onsite IT contact for client stakeholders
Lead weekly and monthly client meetings, reporting, and presentations
Ensure SLA compliance across assigned sites and services
Maintain professional communication with users and stakeholders via email and verbal interactions
Team Leadership
Lead and coordinate onsite IT support operations as a site or cluster lead
Allocate tickets and manage team workloads effectively
Ensure consistent service quality and operational efficiency
Coordinate with vendors, principals, and third-party engineers
End-User & Technical Support
Provide hands-on support for desktop and laptop troubleshooting
Install, configure, and troubleshoot operating systems, applications, and drivers
Provide remote support for PC setup, upgrades, and issue resolution
Support and perform basic configuration of iPhones and iOS devices
Handle hardware and software incidents and service requests
Ticketing & ITSM
Operate and manage IT ticketing systems
Manage incident and service request workflows
Perform ticket logging, categorization, assignment, and escalation
Ensure adherence to ITIL-aligned support processes and SLA targets
Asset & Inventory Management
Manage IT hardware asset and inventory records
Track asset movement across sites and maintain inventory accuracy
Conduct weekly and monthly inventory audits
Coordinate hardware disposal processes
Manage hardware and accessory procurement and stock levels
Site Operations Support
Escort and coordinate third-party engineers onsite
Provide hands-and-feet support for network, printer, and firewall activities
Conduct laptop quality assurance testing
Receive equipment deliveries and update stock records
Coordinate with facilities teams regarding Hub / Tech Hub maintenance
Required Qualifications
Proven experience in IT Support, Desktop Support, or Service Desk environments
Experience leading or managing IT support teams
Strong hands-on experience with ticketing tools and ITSM processes
Solid understanding of hardware asset and inventory management
Basic network troubleshooting knowledge
Strong customer service and stakeholder management skills
Advanced Microsoft Excel skills
Experience supporting manufacturing or production line environments from an IT operations perspective
Preferred Profile
Strong leadership and coordination capabilities
Excellent communication and escalation management skills
Ability to work in fast-paced onsite support environments
Service-oriented mindset with strong ownership and accountability
Comfortable managing both technical support and operational coordination tasks