IT Infrastructure & Service Desk Manager

Job title: IT Infrastructure & Service Desk Manager

About the Role The IT Infrastructure & Service Desk Manager will lead all IT support operations across Japan, including Corporate Offices, Retail Stores, Data Centers, and remote users. You will oversee end-to-end delivery of IT Helpdesk services, infrastructure operations, and outsourced support to ensure stable, secure, and efficient technology services for business users and retail operations. The role serves as the primary escalation point for IT service issues and will drive ongoing service improvements and operational excellence across the IT environment.

What You'll Do

• Lead and oversee all IT Helpdesk operations supporting Corporate Offices and Retail Stores, ensuring timely resolution of incidents, service requests, and escalations with SLAs.
• Act as the highest operational escalation point for major incidents and business-critical outages; monitor service desk performance via KPIs, ticket trends, resolution times, and customer satisfaction metrics.
• Drive continuous improvement initiatives to enhance user experience and service quality; establish and maintain ITIL-aligned support processes.
• Own the operational stability, performance, and availability of all IT infrastructure environments across Corporate Offices, Retail Stores, Warehouses/Distribution Centers, and remote/mobile workforces; manage networks, servers/cloud platforms, endpoints, and collaboration technologies.
• Oversee Retail Store Technology platforms and ensure stable store technology operations; partner with Retail Operations for business continuity and peak trading periods; lead resolution efforts for store-critical incidents.
• Manage outsourced Helpdesk and Infrastructure providers; set performance expectations, monitor SLA compliance, conduct service reviews, and manage contracts.
• Lead Major Incident, Incident/Problem, and Change Management; drive root cause analysis and preventive actions; govern change control procedures.
• Lead infrastructure projects and continuous improvement; collaborate with regional/global IT teams on cloud adoption, modern workplace, network and retail tech enhancements; identify opportunities for automation.
• Ensure security and compliance with corporate standards; partner with Cybersecurity teams to address vulnerabilities and PCI DSS/regulatory requirements; maintain endpoints, network, and user access controls.
• Build strong stakeholder relationships, communicate service performance and risks regularly, and provide executive reporting on service health and infrastructure performance.

What We're Looking For

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5+ years of experience in IT Infrastructure, Service Desk, or IT Operations management.
• Proven experience delivering IT services across multiple locations; experience supporting both Retail and Corporate technology environments.
• Experience managing outsourced IT service providers and vendor relationships; ability to manage contracts and vendor performance.
• Solid technical knowledge: strong English language skills; networking, Windows environments, Microsoft 365, retail technology ecosystems, endpoint management and cloud technologies; printing and collaboration technologies.
• Strong analytical, problem-solving, and decision-making capabilities; excellent communication and stakeholder management skills.
• Experience in retail or consumer-facing industries is preferred.

Nice to Have

• Retail or consumer-facing industry experience is preferred.