Service Desk Group Manager

A Global Asset Management firm is seeking a Service Desk Group Manager to lead the Service Desk team providing IT support to Tokyo headquarters and domestic and overseas offices. This hands-on management role oversees service reliability, security, support quality and operational efficiency, while directly handling major incidents, complex technical issues and critical changes.

Responsibilities:
- Manage the Service Desk team and outsourced providers, including priorities, staffing, service quality, contracts and budgets
- Oversee incident, request, change, problem, knowledge and asset management through ServiceNow; improve SLAs, KPIs and backlog performance
- Lead major incident troubleshooting, recovery coordination, root cause analysis and technical escalations
- Manage Windows endpoints, PCs, VDI and mobile devices, using Microsoft Intune for application packaging, deployment, updates, patching and vulnerability remediation
- Support Microsoft 365, Entra ID, Active Directory, Zoom, Citrix, Zscaler and CrowdStrike
- Collaborate with Infrastructure, Cyber Security, IT Control, overseas IT teams and vendors to resolve issues and implement changes
- Improve automation, reporting, documentation, knowledge sharing and support coverage, proactively adopting new technologies where beneficial

Required Skills:
- Practical experience in service desk, endpoint management and IT infrastructure operations, including team and vendor management
- ITIL-based service management experience using ServiceNow or an equivalent ITSM platform
- Hands-on Microsoft Intune experience covering Windows endpoint management, application packaging, deployment and updates
- Experience with Windows and application patching, vulnerability remediation, Microsoft 365, Entra ID and Active Directory
- Proven ability to lead major incidents, technical escalations, root cause analysis and cross-functional improvements
- PowerShell or similar scripting skills for troubleshooting, reporting and automation

Why should you apply:
Leadership with hands-on technical involvement: Manage the Service Desk team and vendors while leading complex incident resolution, endpoint security and service improvements
International scope and senior-level responsibility: Support Japan and overseas offices in a VP/SVP role, collaborating with global IT teams and influencing IT service delivery


Company Details:
We are one of Asia's largest asset management firms with over 55 years of history and a global presence in 10 countries. It specializes in equities, fixed income, multi-asset strategies, and ETFs. It employs approximately 25 nationalities and has offices in a total of 11 countries and regions.

Working Hours: 9:00am - 6:00pm, Mon-Fri
Working Style: Hybrid (Mostly remote with in-office as necessary)
Holidays: Saturday, Sunday, National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Benefits: Flextime, flexible work from home/office, 401K plan, s