Deskside Support Team Lead

Deskside Support Team Lead

We are seeking a highly skilled and experienced Team Lead to oversee the Deskside Support team. This leadership role is responsible for managing day-to-day operations, mentoring team members, ensuring high-quality technical support, and driving strategic initiatives to enhance end-user computing services.

Working Location: 100% onsite at client office near Roppongi station

Required Languages: Japanese - Fluent/Advanced (native, JLPT N1) required. English – High Intermediate or above (TOEIC 650+) preferred.

Responsibilities:

Lead and manage the Deskside Support team, ensuring timely and effective resolution of technical issues. Oversee support for End User Computing hardware and software (Windows and MAC), including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, and VDI. Ensure team adherence to best practices and service excellence.

Being available to offer necessary guidance and required tech knowledge and recommend technical solutions.

Maintain Standards: Overseeing daily operations, managing staff, and ensure compliance with company policies, safety regulations, and cleanliness standards.

Random audit checks on ticket quality & share 1:1 feedback with techs based on findings

Addressing concerns, and facilitating communication.

Incident Management: Implement and maintain documentation standards, track and monitor incidents using ServiceNow. Ensure timely resolution and continuous improvement of support processes.

Problem Management: Perform weekly trending analysis on incident analysis & look for trends for recurring issues.

Providing detailed knowledge and expertise related to the affected system, process, or technology, helping to identify the root cause of an incident by offering insights into normal operations, potential failure points, and how specific actions could have contributed to the problem.

Knowledge Management: Create, organize, and update the knowledge base articles in Service Now.

Train new hires: Develop mentorship, job shadowing, and similar programs.

Technical Expertise: Provide leadership in hardware, peripherals, enterprise software support, re-imaging, data migration, break-fix, international travel support, device backup and restore, mobility, email, IMACs (installs, adds, moves, and changes), and ad-hoc support for technology users.

Tool Utilization: Guide the team in using ARS (Active Roles Administration Service), Active Directory, SCCM, JAMF, and similar tools to achieve operational efficiency and first contact resolution.

Device Lifecycle Management: Oversee the full lifecycle of end-user devices, including provisioning, monitoring, remote management, re-imaging, de-provisioning, and retirement. Including Asset Management and regular stock taking activities using Service Now.

Leadership and Communication: Manage and prioritize team workload, allocate resources effectively, and ensure resolution of executive-level issues. Foster continuous learning and implement innovative solutions. Communicate technical concepts clearly to executives and stakeholders.

Compliance and Strategy: Ensure team compliance with security and confidentiality policies. Apply strategic insights to improve processes, services, and team performance.

Physical Requirements: Ensure team readiness to perform physical tasks such as carrying device boxes and executing moves.

System Administration and AV Support: Lead system administration efforts and manage support for Audio Video Conferencing technology and live meeting streaming.

Required Qualifications:

· A Computer Science Bachelor's degree or related field; or +2 years' additional experience.

· Leadership training or certifications are a plus.

· 7+ years' experience in a Deskside Support role, including at least 3 years in a leadership or team lead capacity.

· Extensive experience supporting MAC and Windows platforms. Expertise with MS Office suite, including Outlook.

· Tier 2+ level networking skills (VLANs, DHCP, DNS).

· Experience leading support operations within a Fortune 500 global company.

· Proven ability to lead executive support initiatives and ensure high-quality service delivery to C-level stakeholders.

What we offer:

The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.

Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.

The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.

A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.

Flexible health and financial benefits to support you and your eligible dependents —from day one.

True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About us Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world.

Other employment-related information Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.