IT Support Manager - Tier 2 Lead (Japanese Proficiency)

Pasona Inc. (United States); New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Pasona Inc. (United States) in New York City is seeking an experienced Help Desk Manager to lead and develop an IT support team while delivering Tier 2 escalation support.

The role blends people management with hands-on technical guidance to ensure excellent user experiences. The ideal candidate has 5+ years in IT user support, 2+ years in supervision, and strong communication skills, with proficiency in Japanese language required.

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.

Responsibilities

• 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.
• 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.

Skills

People management

IT support

Customer service

Communication

Problem solving

Education

Bachelor’s degree

Tools

Hardware setup

Software troubleshooting

Job description

Pasona Inc. (United States) in New York City is seeking an experienced Help Desk Manager to lead and develop an IT support team while delivering Tier 2 escalation support.

The role blends people management with hands-on technical guidance to ensure excellent user experiences. The ideal candidate has 5+ years in IT user support, 2+ years in supervision, and strong communication skills, with proficiency in Japanese language required.