Help Desk Manager / IT Support Manager- Japanese Bilingual

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.