サービスデスクオペレーションマネージャー/ Service Desk Operation Manager

A global business services firm is looking for a Service Desk Operation Manager. The chosen candidate will take over from the previous shift's manager and review any critical matters during the transition. This role is based in Tokyo.

Responsibilities:

• Assess staffing plans based on current major incidents, scheduled outages, and business events
• Analyse shift staffing and skills to manage service desk capacity and workload distribution
• Address SLA concerns and adjust staff priorities for IT service requests
• Assign in-flight work to receiving agents during shift hand-offs
• Optimise service desk performance by monitoring operational metrics
• Resolve customer satisfaction and user feedback issues for enhanced client satisfaction

Requirements:

• Experience in service desk team management
• Prior experience in Windows troubleshooting
• Proven experience in ITSM ticketing tool
• Background in client governance management
• Familiarity with all relevant industry standards
• Understanding of best practices for service management

About the Company:

A business services firm providing efficient and cost-effective business and IT solutions to high ticket clients all over the globe. The company’s vast global operations are supported by a workforce numbering in the hundreds of thousands.

Keywords:

ソフトウェア, プログラミング, IT, 技術職, 求人, 外資系

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