【成長中ITサービス会社】バイリンガルITサポート・クライアントサービスマネージャー

An ERP IT startup is seeking an IT Support Manager to lead its client support operations and engineering team.

Responsibilities:
- Manage the overall operations of the IT Support team, ensuring high-quality service delivery and operational excellence
- Lead, mentor, and develop a team of six IT Support Engineers while fostering a collaborative, high-performing team culture
- Serve as the primary point of contact for assigned clients, building strong long-term relationships and ensuring customer satisfaction
- Act as the escalation point for operational and technical issues, driving timely resolution and effective communication
- Identify technical issues, perform root cause analysis, and implement process improvements to enhance service quality and efficiency
- Monitor and manage SLA compliance, ticket queues, escalation workflows, and overall service performance
- Conduct regular 1-on-1 meetings, performance reviews, and career development discussions with team members
- Manage resource allocation, shift scheduling, and workload balancing to maintain stable support operations
- Collaborate with internal stakeholders, vendors, and executive management in both Japanese and English
- Prepare service reports, team performance metrics, and client-facing reports, presenting key updates to leadership

Required Skills:
- Advanced technical expertise in one or more of the following areas: networking, cybersecurity, infrastructure, Microsoft enterprise technologies, or equivalent enterprise IT environments
- Hold at least **two industry certifications**, such as ITIL Foundation, CompTIA A+/Network+/Security+, Microsoft Certifications, Cisco CCNA, AWS Certification, Azure Certification, or equivalent
- 5+ years of experience in IT Support, Managed Services, or a related engineering role, including at least 1 year of team leadership or management experience
- Strong troubleshooting experience across office IT environments, including PCs, networking, cloud infrastructure, cybersecurity, Microsoft 365, and vendor management
- Solid understanding of ITSM frameworks, help desk operations, and IT service management best practices
- Excellent interpersonal, communication, problem-solving, and stakeholder management skills
- Proven ability to effectively prioritize and balance both client-facing responsibilities and team management in a fast-paced environment

Why should you apply:
- Develop expertise in the highly sought-after field of Cloud ERP Digital Consulting
- Work in a fast-paced, dynamic startup environment with opportunities for professional growth


Company Details:
Founded in 2007 by a Canadian entrepreneur, this IT startup provides technical IT support, ERP implementation, and digital transformation services to enterprise clients.

Working Hours: Monday–Friday, 9:00 AM – 6:00 PM
Work Style: Hybrid (after successful completion of the probation period)
Holidays: Two-day weekends, national holidays, year-end/New Year holidays, paid annual leave, sick leave, maternity/paternity leave, childcare leave, nursing care leave, and bereavement leave.
Benefits: Comprehensive social insurance, certification support and certification bonuses, transportation allowance, and annual performance and salary reviews.