Team Leader, IT Service Desk

Want to be a part of Asia Pacific & Middle East's (APME) largest, most innovative, and rapidly growing data centre company?

AirTrunk is a technology company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future. We do this by continuously redefining and delivering hyperscale data centres that meet the needs of our customers - the world’s most transformational companies. And we’re doing so sustainably, for today and tomorrow.

Having opened Australia’s first and largest hyperscale data centres in 2017, we set our eyes on rapid expansion and now operate a platform of hyperscale data centres across the APME region. With backing from our investors, including Blackstone, this is just the beginning…

Come join the A-Team at AirTrunk, where the cloud meets the ground.

A Snapshot 

The IT Service Desk Team Lead – Japan is responsible for leading the delivery of high-quality, customer-focused IT support services across all Japanese sites. This role ensures the effective day-to-day operation of the local service desk, manages Level 1 and Level 2 support activities, and drives continuous improvement in service delivery. The Team Lead provides hands-on leadership, technical guidance, and performance management to the local support team, while ensuring alignment with global IT service management standards. Fluency in Japanese and a strong understanding of Japanese business culture and norms are essential to ensure effective communication and stakeholder engagement.

Your Day to Day

Service Desk Operations

• Lead the local IT service desk team, ensuring timely and effective resolution of incidents and service requests.

• Monitor ticket queues, prioritise workloads, and ensure adherence to SLAs and KPIs.

• Provide hands-on support and escalation management for complex technical issues.

Team Leadership & Development

• Supervise and mentor service desk analysts, fostering a culture of accountability and customer service excellence.

• Conduct regular performance reviews, coaching, and training to uplift team capability.

• Support onboarding and knowledge transfer for new team members.

Stakeholder Engagement

• Act as the primary IT contact for local business users, ensuring clear communication and responsive support.

• Build strong relationships with stakeholders across departments, adapting communication style to Japanese business norms.

• Collaborate with regional and global IT teams to ensure consistency and alignment.

Process & Knowledge Management

• Ensure service desk processes are followed and continuously improved.

• Maintain and contribute to the IT knowledge base, ensuring documentation is accurate and accessible.

• Promote self-service and automation where appropriate.

Reporting & Continuous Improvement

• Track and report on service desk performance, user satisfaction, and operational metrics.

• Identify trends and recurring issues, driving root cause analysis and long-term remediation.

• Recommend and implement improvements to enhance service quality and efficiency.

Requirements  

 Essential: 

• Proven experience leading IT support or service desk teams in a corporate environment.

• Fluent in Japanese (spoken and written) with strong English communication skills.

• Deep understanding of Japanese business culture and workplace norms.

• Strong technical knowledge of end user computing, desktop support, and ITSM tools (e.g., ServiceNow).

• Experience with incident, request, and problem management processes.

• Excellent interpersonal and stakeholder engagement skills.

• Effective communication and collaboration skills across technical and non-technical teams.

• Demonstrated ability to work collaboratively with cross-functional teams and communicate technical concepts to non-technical stakeholders. 

• Experience working in Agile, hybrid, or traditional project delivery environments. 

Desirable: 

• ITIL Foundation certification or equivalent service management training.

• Experience working in a regional or global IT support model.

• Familiarity with Microsoft 365, endpoint management tools, and AV/meeting room technologies.

• Exposure to hybrid work environments and smart workplace technologies. 

Qualifications:  

• Bachelor’s in IT or related discipline;  

• 7+ years in Technology roles;  

• Global or APAC experience a benefit. 

The AirTrunk Culture

Working at AirTrunk is a once in a lifetime opportunity to fast-track your career and amplify your impact. Whilst you’re helping scale our region’s digital future, we’ll help you Grow@Hyperscale and unleash your full potential.

The pace in which we operate means you’ll feel an electric atmosphere at AirTrunk. We are a team of challengers and collaborative problem solvers who break new ground every day. We do this by living our values, going above and beyond, and being dynamic, transparent, and responsive.

Every AirTrunker brings their own unique background and diverse perspective to find solutions to problems that matter. We make sure you have everything you need to make your mark and thrive in a flexible and safe working environment, where everyone feels welcome. Our benefits empower AirTrunkers to stay positively charged.

Now’s your chance to Grow@Hyperscale.

**To all recruitment agencies: AirTrunk does not accept agency resumes. Please do not forward resumes to our jobs alias, AirTrunk employees or any other organisation location. AirTrunk is not responsible for any fees related to unsolicited resumes.**