Business User Support Manager

Job Title: Business User Support Manager
Contract Type: Permanent
Location: Tokyo, Japan
Salary: 9000000 - 12000000
Reference: 10652
Contact Name: Dana Greenfield
Job Published: October 16, 2018 09:00

Job Description

Our major global retail client is seeking an experienced Infrastructure Manager with strong communication skills in both Japanese and English, as well as a strong drive to build and lead a team.

The Role
Provides for overall personal computer support. Studies and projects, PC resource requirements including personnel, software & hardware, equipment, and facilities and makes recommendations to management. Provides for application support as well after the Helpdesk/PC support integration. 

Main Responsibilities: 
  • Manage subordinate staff in the day-to-day performance
  • Manage multiple projects
  • Provide training of department staff and end-users
  • Support the deployment of hardware and peripherals (PC/Macs, printers, monitors, etc)
  • Provide end-user Windows and Mac support
  • Support the installation, maintenance, configuration, and integrity of computer software
  • Maintain equipment in working order, including computers and peripherals
  • Maintain IT inventory of equipment and peripherals
  • Provide proactive client interaction and support, including on-boarding and off-boarding of staff, resolution of issues and incidents, training, and user guides
  • Ensure effective support is provided through standard processes for incidents and problems, working closely with internal staff and external vendors to assist with root cause analysis and resolution
  • Provide a high level of consistent and reliable customer service
  • Participate in budget preparation and management
  • Drive the project for integration between Helpdesk and PC support teams
  • Manage the integrated team members after integration
  • Be the counterpart of the external vendor of integrated team
  • Interact with all end-users and global IT community as they deal with all incidents and maintenance. You will interact with other local and group IT personnel in the one's area of expertise for support on tickets & projects

Required Experience & Skills: 
  • 5+ years of prior support management experience in similar position
  • Requires PC system hardware experience in a LAN environment
  • Strong understanding of Windows operating systems
  • Experience with all Microsoft Office Products as well as troubleshooting experience and understanding of PC email
  • Experience with MAC OS
  • Expert level experience with Microsoft Office applications
  • Experience with Microsoft System Center suite including SCSM
  • Ability to handle multiple responsibilities in a dynamic environment
  • Bachelor's degree or equivalent knowledge and experience
  • Good written and spoken English

Preferred Experience & Skills: 
  • Experience with Skype for Business, SharePoint, Citrix, VPN, SAP, AS400
  • Experience in multi-cultural environments
  • Experience with retail business support

I want to work with this person: 
  • Strong team and collaborative focus
  • Strong team management skills
  • Customer focus
  • Team Player
  • agile and learning culture
  • Proactive, able to work independently and under pressure
  • Committed & results oriented
  • Ability to think logically & outside the box