What are the responsibilities and job description for the IT Help Desk - Lead (Bilingual Japanese) position at Orangepeople?
OrangePeople, we're more than a consulting firm-we're a people-first, high-touch organization committed to delivering transformative technology solutions with integrity and passion.
Currently, we are seeking an experienced and motivated IT Help Desk Team Lead to oversee and manage our help desk team, which focuses on application support. This role requires proficiency in both Japanese and English, fundamental IT skills, troubleshooting abilities, and strong logical thinking. The successful candidate will ensure efficient task completion, effective team management, and seamless interaction with our group companies in Japan as well as with our customers in the U.S.
Essential Functions:
- Team Leadership:
- Manage and mentor a team of IT help desk members, ensuring high performance and morale.
- Assign tasks, set priorities, and oversee the completion of help desk requests.
- Conduct regular performance reviews and provide feedback for continuous improvement.
- Customer Interaction:
- Serve as the primary point of contact for our group companies in Japan, requiring proficiency in Japanese for effective communication.
- Interface with U.S. customers, providing support and resolving issues in English.
- Handle escalated issues and complex troubleshooting scenarios, ensuring timely resolution.
- Technical Support:
- Provide support for application-related issues, including installation, configuration, and troubleshooting of software applications.
- Ensure help desk team members are equipped to handle common application problems and guide them in resolving more advanced issues.
- Develop and maintain documentation for application support procedures and best practices.
- Reporting:
- Generate regular reports on help desk performance, response times, ticket resolution, and other key metrics.
- Provide insights based on reports to suggest improvements in team processes and customer service.
- Present findings to management and collaborate on strategic improvements.
- Process Improvement:
- Analyze help desk performance metrics and identify areas for improvement.
- Implement and refine processes to enhance efficiency and customer satisfaction.
- Collaboration:
- Work closely with other departments and group companies to ensure seamless integration and communication.
- Coordinate with external vendors and partners as needed.
- Competencies:
- Analytical Thinking: Apply logic and critical thinking to solve complex problems and deliver solutions.
- Communication: Communicate effectively and professionally with internal and external stakeholders, both verbally and in writing.
- Collaboration: Work well with others in a team-oriented environment and share knowledge and best practices.
- Customer Focus: Understand and anticipate the needs and expectations of customers and strive to exceed them.
- Learning Agility: Demonstrate curiosity and willingness to learn new skills and technologies.
- Quality Orientation: Adhere to high standards of quality and accuracy and ensure compliance with relevant policies and procedures.
Supervisory Responsibility:
- This position has no supervisory responsibilities.
- Work Environment:
- This job operates in a professional office environment. This role routinely uses standard office equipment.
- Physical Demands:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; sit; stoop; walk; use hands to finger, handle, or feel; and reach with hands and arms.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Position Type/Expected Hours of Work:
- This is a full-time position. Occasional evening and weekend work may be required as job duties demand.
- Travel:
- This position requires up to 20% travel.
- This position requires up to 20% travel.
Required Education and Experience:
- Education:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience:
- Proven experience in an IT help desk role, with prior experience in a leadership or supervisory capacity preferred.
- Demonstrated ability to manage a team and handle complex support issues.
- Technical Skills:
- Solid understanding of application support, including software troubleshooting, configuration, and user support.
- Experience with common IT help desk tools and ticketing systems.
- Project Management:
- Experience with project management tools and methodologies.
- Ability to lead projects and manage technical resources.
- Problem-Solving:
- Strong analytical and problem-solving skills.
- Ability to troubleshoot and resolve complex technical issues.
- Communication:
- Excellent verbal and written communication skills.
- Ability to effectively communicate technical information to non-technical stakeholders.
- Team Player:
- Ability to work collaboratively in a team environment.
- Strong interpersonal skills.
- Language Proficiency:
- Fluent in Japanese (written and spoken) for effective communication with Japan-based group companies.
- Fluent in English (written and spoken) for interaction with U.S. customers.
Certifications:
- ITIL 4 Foundation.
Benefits:
- 401(k).
- Dental Insurance.
- Health insurance.
- Vision insurance.
- We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.
- The salary will be determined based on several factors including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.
Additional Responsibilities:
- Participate in OrangePeople monthly team meetings, and participate in team-building efforts.
- Contribute to OrangePeople technical discussions, peer reviews, etc.
- Contribute content and collaborate via the OP-Wiki/Knowledge Base.
- Provide status reports to OP Account Management as requested.
About us:
OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & and education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and a strong process/methodology orientation.
OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & and education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and a strong process/methodology orientation.
