Service Desk Lead

Work location: 100% onsite at Cognizant Tokyo office 1 min walk from Hanzomon station 4 min walk from Kojimachi stationLanguage requirement: Business level English and Japanese (N1 – N2 level)Responsibilities Manage all activities in the Delivery center Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and make sure they are aligned Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management) Ensures process changes are implemented Implement performance reporting for all the SLAs and KPIs and ensure adherence to the SLAs. Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads. Reviews escalations and implements corrective and preventive actions on DC level Initiates and manages against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP) Supervises performance of the team and is responsible for their qualifications Attend the monthly governance meeting, Team Leads meetingRequirements Experience: 6+ years in IT service desk management or similar leadership roles. Education: Bachelor’s degree in IT, Computer Science, or related field (preferred). 4+ years in IT technical support/ managerial roles. Experience managing international clients Strong knowledge of SLA-driven technical support projects.Skills Proficiency with ticketing systems, remote support tools, and ITIL framework. Strong communication skills for conveying technical details to non-technical users. Proven leadership experience in managing large teams, focusing on customer satisfaction. Ability to manage multiple tasks in a high-paced environment. Leadership qualities to coach, mentor, and motivate the team. Flexibility to work in rotational shifts. Certifications (preferred): ITIL Foundation, CompTIA A+, HDI certifications