Help Desk Manager

HELP DESK MANAGERQUALIFICATIONS:•Certified JLPT Level N1 - N2•Bachelor's degree graduate of any 4-5 year course•With at least experience in people management: able to handle more than 5 team members•Well-versed in communicating with Japanese clients•With extensive experience in project managementRESPONSIBILITIES:•Leading and overseeing the Help Desk technical team.•Manages, evaluates, and tracks team's performance.•Handles inquiries/incident reports coming from clients in both English and Japanese via phone, email, chat, etc. following existing processes and guidelines.•Translates inquiries from Japanese to English and vice versa, and escalates as needed•Checks weekly and monthly help desk performance reports created by Help desk members and provides guidance.•Well-versed in communicating with Japanese clients and other Department Managers.•Extracts and analyzes relevant data and initiates process improvements in problem areas.•Attend daily, weekly, and monthly meetings (as needed).•Other duties as may be determined from time to time within the general scope of the postSALARY:•NegotiableWORK LOCATION:•Cebu City