Help Desk Manager / IT Support Manager- Japanese Bilingual
Full-time
Pasona N A, Inc.
We are seeking an experienced Help Desk Manager / IT Support Manager in NYC.
This is a hands-on leadership position responsible for managing and developing an IT support team while also providing Tier 2 technical support and consultation to end users.
The ideal candidate combines strong people-management skills with hands-on IT support expertise and a customer-focused mindset.
Key Responsibilities:
Team Management & Customer Support
- Manage, coach, and train IT support technicians to ensure high-quality end-user support.
- Establish and promote best practices across the technical support process.
- Manage team schedules, shifts, workloads, projects, and resource allocation.
- Monitor service quality and ensure timely and accurate customer support.
- Respond to escalated inquiries and complaints and identify opportunities for service improvement.
- Follow up with users and customers to gather feedback and improve the support experience.
- Develop monthly reports on support team productivity and performance.
- Communicate customer feedback and recurring issues to appropriate internal teams.
- Develop training materials and user instructions to improve business operations.
- Participate in interviewing and selecting new team members and consultants.
Tier 2 User Support & IT Consultation
- Provide Tier 2 technical support and consultation to end users.
- Troubleshoot and resolve complex desktop hardware, software, and application issues.
- Provide guidance on IT product procurement and appropriate hardware/software solutions.
- Support installation, setup, and configuration of desktop hardware and software.
- Develop troubleshooting procedures, scripts, and technical documentation.
- Test desktop applications and configurations for compatibility.
- Participate in the design, testing, and deployment of client configurations.
- Consult with end users regarding the effective use of hardware, software, systems, and support functions.
- Develop user training programs, materials, and instructions to improve technology adoption and business operations.
Qualifications:
- Bachelor’s degree required.
- 5+ years of IT user support / Help Desk experience.
- 2+ years of supervisory or team leadership experience.
- Japanese language proficiency required.
- Excellent customer service and end-user support skills.
- Strong verbal and written communication skills.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Ability to analyze technical issues and develop practical recommendations and solutions.
- Strong planning, organizational, task-management, and time-management skills.
- Team-oriented approach with the ability to work effectively with colleagues, clients, and vendors.
Vacancy posted 2 days ago
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