End User support Manager ~14m-16m

Company Overview
Major Multinational Insurance Company

Job Description
We are seeking a service desk manager for our client in the insurance industry.
This is a position which requires heavy people management skills and an ability to increase the technical ability of the team.
You will be in charge of 13 in-house staff as well as the outsourced IT Vendor.
All in all around 40 people.

You will be responsible for the following:
- Tier 2 troubleshooting
- Improvement and automation through Service NOW deployment
- Improvement of the user efficiency and quality from high quality of workplace support
- Manage the service catalogue is aligned with the global standard of our client.
- Build the improvement plan for simplifying or optimizing the workflow, processes and operations.
- Govern the asset management for workplace hardware, software and licenses

Requirements
Bilingual ability in Japanese and English is a must for this position.

Desired experience is as follows:
・Experience managing a service desk, or a team responsible for workplace, Windows client related issues
・Deep knowledge, project deployment experience of Microsoft enterprise solutions a plus.
・The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
・Understanding of the strategic vision for the service desk and ability to set the long-term direction of the team.
・Ability to balance and plan the short-term actions of the team.
・Knowledge and understanding of best practices for service management (ITIL).
・Understands standard contracting procedures within own organization and has some experience in the development and negotiation of an SLA is desired.
・Familiarity with the purpose and composition of an SLA and the relationship between an SLA and a contract for the supply of services.
・Excellent written and verbal communication skills.
・Understand and respect the customer-centric policy
・Understands the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
・Taking innovative approaches to problem solving and devising inventive and creative solutions.
・Has sound commercial understanding of outsourced support environments as well as excellent organizational, time management and staff management skills.
・Must have excellent interpersonal and stakeholder management skills.
・Has excellent oral communication and written skills and takes an analytical approach to problem solving.

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