What are the responsibilities and job description for the IT Help Desk Team Lead position at Wisdom InfoTech?

Job Description

Job Title : IT Help Desk Lead

Location : Farmington Hills, MI (Hybrid)

Summary :

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.

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.

Requirements

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.

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

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