IT Helpdesk Team Leader (Service Supervisor Global Service Desk)

Job Type
7,500,000 JPY - 12,000,000 JPY per year
Japanese Level
English Level
Advanced (TOEIC 860)
Start Date


A famous FMCG company is hiring an IT Helpdesk Team Leader.


The Service Supervisor is accountable for:

- Works with and manages third party vendors that provide application support, (L1-2) for assigned applications

- Works with other Service Supervisors to ensure SLA, KPIs and best practice across the estate

- Define and measure support services performance against service levels using measurable KPIs and proactively monitor and manage outsourced partner(s) performance and escalate where needed

- Prepare and present management dashboard of service performance at Weekly Operations meeting and Business review meetings 

- Serves as an escalation point for incident and service request fulfillment for outsourcing partner and internal customers

- Ensure customer service is timely and accurate, follow up with customers to identify areas of improvement 

- Set specific customer service standards

- Contribute to improving customer support by actively responding to queries and handling complaints




【会社概要 | Company Details】
A multinational FMCG company headquartered in the U.K.

【就業時間 | Working Hours】
9:30 - 18:30(月 - 金)

【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生 | Services / Benefits】
Social insurance, Transportation Fee, No smoking indoors allowed (Designated smoking area), etc.

Required Skills

- Previous experience in IT Service Delivery

- Commercial acumen

- Good communication skills – both written and oral

- Certified Service Management practitioner to at least ITIL Foundation level or equivalent

- Excellent IT people management skills with experience of managing virtual teams spread across multiple locations

- Proven work experience as a Service Desk Supervisor

- Hands on experience with help desk and remote-control software