Team Leader Desktop Support

Location Tokyo
Discipline Information Technology
Job type Permanent
Salary 1000万円
Reference 39631


Japanese global IT company



  • Oversee the day-to-day operations of the Technical Support Team

  • Act as a senior agent who will drive customer satisfaction through customer support.

  • Provide direct supervision of the technical support engineers.

  • Act as a mentor and provide oversight, coaching, and training to team members.

  • Be the point of contact when it comes to technical escalations.

  • Record and track team SLAs and workflows.

  • Clearly communicate issues to SDM as needed, be able to be a communication bridge between the clients and sG management team

  • Manage and report on all incoming technical support inquiries.

  • On-board all new team members

  • Assist in the creation of the team KPIs as well as monitor and report on results.

  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.

  • Implement any necessary preventive measures to reduce customer faults and issues.

  • Review all technical support related processes and documentation for continuous improvement.



  • Excellent communicator, both oral and written

  • Strong problem solving and communication skills between sG and clients.

  • Strong analytical skills to investigate and resolve customer support tickets.

  • Able to multi-task efficiently under time pressure

  • Previous experience in managing customer focused teams.

  • Proven experience in managing a service and support focused team culture.

  • 3-5 Years experience in a Technical Support role