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Help Desk Manager / IT Support Manager- Japanese Bilingual

pasona n aJersey City, NJ

3 days ago

Occupations

Computer User Support SpecialistsComputer and Information Systems ManagersNetwork and Computer Systems Administrators

Industries

Computer Systems Design ServicesCustom Computer Programming ServicesSoftware Publishers
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About the role

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.

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JOB OVERVIEW

Experience level

Lead

Location

Jersey City, NJ

Occupation

Computer User Support Specialists

Industry

Computer Systems Design Services

Posted

3 days ago

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