IT Support Manager

Duties and Responsibilities:

The successful candidate will be responsible for representing Japan IT, leading the onsite team and providing excellent IT services to the Capgemini Japan business.

As an IT support manager:

  1. You should have a solid technical background combined with strong stakeholder management skills including senior stakeholder expectation management
  2. Proven track record of consistently achieving a higher user satisfaction rate
  3. Positive problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position


Responsibilities
:

  • Manage the local support team and evaluate team member’s performance
  • Deliver IT services to the business within SLA
  • Ensure service is delivered timely and accurate on daily basis
  • Provide direction for IT team members
  • Contribute to improving user support by actively responding to queries and handling complaints
  • Deal with complaints in a timely manner
  • Establish best practices and optimize through the entire support process
  • Collect user feedbacks to the appropriate internal IT teams for IT service improvement.
  • Work closely with Senior Management, supporting the local business growth strategy
  • Provide support and guidance to stakeholders
  • Ensure relevant IT updates are communicated with Japan employees effectively
  • Represent Japan IT as Japan member of leadership team
  • Should be able to create BI reports for management on monthly basis to ensure SLA Governance
  • Timely escalation coming from Business
  • Look for Service Improvements and initiate projects accordingly

Requirements and Qualifications:

  • Proven work experience at mid-senior level as an IT Manager and working experience over 10 years
  • Hands on experience with IT Support
  • Proven stakeholder management
  • Solid technical background with an ability to give instructions to a non-technical audience.
  • User-service oriented with a problem-solving attitude
  • Proactive individual who is able to take ownership of issues and drive completion
  • Excellent written and verbal communications skills in Japanese and English
  • Leadership and organizational skills
  • BSc degree in Computer Science, Information Technology, or relevant field, ITIL certification is preferred
  • Understand Japanese business and IT environment under global company.
  • Must be bilingual in Japanese (fluent) and English (Business level)
  • Must be flexible to extend/move working hours to co-ordinate with India time zone countries

Location: Tokyo

Ref:

2021-JP-195

Posted on:

August 12, 2021

Experience level:

Manager

Education level:

Bachelor's degree or equivalent

Contract type:

Permanent

Location:

Tokyo

Department:

Other