Service Desk Group Manager
Service Desk Group Manager
Job type:
Permanent
Specialization:
IT Support
Language Level:
Japanese Level - Advanced (JLPT Level 1),English Level - Advanced (TOEIC 860)
Location:
Tokyo
Salary:
¥8,000,000.00 - ¥10,000,000.00 Yearly
Job Reference:
474611
A Global Asset Management is seeking a Service Desk Group Manager to lead efforts in supporting and managing end-user-centric infrastructure and users, encompassing client PCs, Windows OS, mobile devices, virtual terminals, remote access, authentication systems, user IDs, office networks, on-site service desk personnel, and vendor management.
In addition to maintaining the current systems, the service desk group is responsible for improvements and the evaluation, proposal, and implementation of next-generation environments.
Responsibilities:
- Lifecycle management of client devices (Windows) and peripherals
- Baseline design and configuration of Windows OS (10, 11)
- Vulnerability management of OS and applications
- Management of mobile and client devices using UEM (Intune, SCCM)
- Configuration and operation of SaaS such as MS365 and Zoom
- Testing and implementation of new applications
- Security incident response
- Management of requests, incidents, and problems related to the above
- Support for ID, access rights, and devices related to user onboarding, transfers, and offboarding
- Support for seat moves due to organizational changes
- Team and Vendor Management
- Management of service desk members and on-site contractors
- Training and education of team members
- Vendor management
Required Skills:
- Experience managing service desk or IT infrastructure operations for over 5 years
- Experience managing groups of 5 or more members for over 5 years
- Proven track record of improving service desk performance and user satisfaction
- Experience in implementing and managing ITIL processes
- Experience in project management, including planning and execution of IT projects
- Strong problem-solving skills and ability to handle high-pressure situations
- Windows OS (10, 11), MS365, Active Directory (OU, security groups), EntraID (Azure AD)
- Business process automation using Excel functions, Forms, Power Automate, and VBA
- Experience in handling security incidents
- Experience in vendor management
- Experience in training and educating team members
Why should you apply:
- A unique chance to work in a Japan based finance firm, with global presence
- Welcoming, friendly, supportive, established, international team
Company Details:
We are one of Asia's largest asset management firms with over 55 years of history and a global presence in 10 countries. It specializes in equities, fixed income, multi-asset strategies, and ETFs. It employs approximately 25 nationalities and has offices in a total of 11 countries and regions.
Working Hours: 9:00am - 6:00pm, Mon-Fri
Working Style: Hybrid (Mostly remote with in-office as necessary)
Holidays: Saturday, Sunday, National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Benefits: Flextime, flexible work from home/office, 401K plan, self-development, relocation options
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