IT Service Desk Lead

Service Desk Lead

Function

Enterprise Applications

Our Company

We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Job description

Job Summary**

The Service Desk Lead at Hitachi, Ltd. is responsible for overseeing the daily operations of the IT Service Desk, ensuring the efficient and effective resolution of technical issues, and providing exceptional support to end-users. This role involves leading a team of Service Desk Analysts, implementing best practices, and contributing to continuous service improvement.

Job Responsibilities**

* Manage and mentor a team of Service Desk Analysts, including performance reviews, training, and scheduling.
* Oversee the ticketing system, ensuring all incidents and service requests are logged, prioritized, escalated, and resolved within established SLAs.
* Act as an escalation point for complex technical issues, providing advanced troubleshooting and problem resolution.
* Develop and implement Service Desk processes and procedures to optimize efficiency and user satisfaction.
* Monitor Service Desk performance metrics, analyze trends, and generate reports for management.
* Collaborate with other IT teams (e.g., Infrastructure, Applications) to ensure seamless service delivery and problem resolution.
* Contribute to the creation and maintenance of a comprehensive knowledge base for common issues and resolutions.
* Ensure compliance with IT policies, security standards, and regulatory requirements.
* Participate in on-call rotation as required.
* Identify opportunities for service improvement and implement solutions to enhance end-user experience.

Job Qualifications**

* Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
* 5+ years of experience in an IT Service Desk or technical support role, with at least 2 years in a leadership or supervisory capacity.
* Strong understanding of ITIL framework and best practices (ITIL Foundation certification preferred).
* Proficiency with Service Desk ticketing systems (e.g., ServiceNow, Jira Service Management).
* Excellent technical troubleshooting skills across various operating systems (Windows, macOS), hardware, and software applications.
* Experience with Active Directory, Microsoft 365 administration, and network connectivity issues.
* Demonstrated ability to lead, motivate, and develop a team.
* Exceptional communication (written and verbal) and interpersonal skills.
* Strong analytical and problem-solving abilities.
* Ability to work effectively in a fast-paced, dynamic environment.
* Customer-focused with a strong commitment to service excellence.

About us

We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.

Experience Level

Senior Level