IT Service Desk Lead (Japanese Speaking)

ServiceOne Limited; Kuala Lumpur; Remote; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Banking holidays

Leave allowances

Discretionary bonus

Medical insurance

Job summary

ServiceOne Limited in Malaysia is seeking an IT Service Desk Lead who can coach a remote team of analysts delivering technical support in Japanese and English. You will monitor queues, handle escalations, and ensure service levels are met across incidents and requests.

The role requires 3–5 years in IT service desk, 1–2 years leadership, experience supporting Japanese-speaking users, and strong knowledge of Windows/macOS, ITSM, ServiceNow, Active Directory, and ITIL practices.

Qualifications

• 3–5 years in IT service desk or tech support with 1–2 years in a supervisory role.
• Experience supporting Japanese-speaking users is strongly preferred.
• Strong knowledge of Windows and macOS, Microsoft Office, and basic networking.
• Familiarity with ITSM, ServiceNow, AD, remote tools and ITIL practices.

Responsibilities

• Lead, coach, and mentor a remote team of IT service desk analysts.
• Monitor queues to ensure timely response, resolution, and closure per SLAs.
• Escalate complex issues and collaborate with IT teams and stakeholders.
• Maintain high-quality support for Japanese-speaking users with clear communication.
• Conduct virtual meetings, training, and knowledge sharing to develop the team.
• Analyze support metrics, generate reports, and drive process improvements.
• Develop knowledge base articles and process docs in Japanese and English.
• Assist with recruitment, onboarding, and remote training of new staff.
• Adhere to IT policies, procedures, and information security standards.

Skills

Leadership

Team management

Communication

Analytical thinking

Problem solving

Education

IT Diploma or higher

Tools

ServiceNow

Active Directory

Remote support tools

Job description

IT Service Desk Lead (Japanese Speaking)

ServiceOne Limited is one of the largest Information Technology (IT) consulting and managed services provider in the region. The company was founded in 1999 and is headquartered in Hong Kong with strong foothold in China and business coverage in Asia Pacific region. Our clients are government departments, non-government organizations, education institutes, multinational corporations, small and medium companies across various industries. Our services provide Consulting and Application Management Services, Digitalization of Workflow Management, Outsource Managed Services, Hardware & Software Maintenance, Project Management, Product Life Cycle Management, Secondment Services & etc.

We are a member of Expert Systems Holdings Limited (HKEX Stock Code 8319).

To Stay true to ServiceOne’s ongoing mission that is to deliver the highest quality services to all her customers, we invite high-caliber candidate of you to join our company.

For more information, please visit our website atwww.serviceoneasia.com.

Lead, coach, and mentor a remote team of IT Service Desk Analysts providing technical support in both Japanese and English.

Monitor service desk ticket queues to ensure timely response, resolution, and closure of incidents and requests according to SLAs.

Act as the primary escalation point for complex or high-priority technical issues, collaborating with IT teams and stakeholders as needed.

Ensure high-quality, customer-focused support for Japanese-speaking users through clear and effective communication.

Conduct regular virtual team meetings, training sessions, and knowledge sharing to foster team development and maintain up-to-date technical expertise.

Analyse support metrics and generate reports to identify trends, improve processes, and optimize team performance.

Develop and maintain knowledge base articles and process documentation in both Japanese and English.

Drive continuous improvement initiatives to enhance the remote support experience and customer satisfaction.

Ensure compliance with IT policies, procedures, and information security standards.

Assist with recruitment, onboarding, and remote training of new service desk team members.

Perform additional duties and projects as assigned by Company.

Language

Must be able to speak and write fluent Japanese and English.

Diploma or above in Information Technology, Computer Science, or a related discipline.

Experience

Minimum 3-5 years of experience in IT service desk or technical support roles, with at least 1-2 year in a supervisory/team lead capacity.

Prior experience supporting Japanese-speaking users is strongly preferred.

Experience managing or working in a remote tea, environment is an advantage.

Strong knowledge of Windows and macOS operating systems, Microsoft Office applications, and basic networking.

Experience with ITSM and ticketing systems (e.g., ServiceNow).

Familiarity with Active Directory, remote support tools, and ITIL best practices.

Other Skills

Excellent leadership, coaching, and people management abilities.

Strong analytical, organizational, and problem-solving skills.

Outstanding communication and interpersonal skills.

Customer-focused attitude with a commitment to service excellence.

Ability to manage multiple priorities and work independently in a distributed remote team.

Shift requirement

8-hour shifts, rotational schedule - Monday - Sunday (including public holidays).

We offer excellent career opportunities, attractive remuneration package and fringe benefits includingbanking holiday,various types of leave,discretionary bonus&medical insurance.

(The information providedwill be used for employment relatedpurpose only. All information of unsuccessful applicants will be destroyed within six months)