Date Posted:
2026-04-01
Country:
Japan
Location:
Japan Otis Headquarters: Tokyo Sumitomo Twin Building East 13F, 2-27-1 Shinkawa, Chuo-ku, Tokyo, 104-0033 JAPAN
Job Description — User Support Team Leader
Summary
As the Leader of the User Support Team, oversee workplace operations, compliance, device management, and account administration to support end‑user productivity.
Key Responsibilities
1. Workplace Compliance & Asset Management
Conduct compliance assessments, including weekly leaver checks, AS400 batch job reviews, and system value reviews
Manage PCs: refresh cycles, model changes, return coordination, and asset ledger verification
Coordinate PC order quantities with ATOS
2. Account & Access Management
Grant access rights for AS400 business‑critical systems and create eLogistics accounts
Perform access rights reviews (Otis Access UAR) and provide guidance to users
Process special access requests (e.g., “–A” accounts, Remote Desktop)
Create and update manuals for global applications and systems
3. User Support Operations
Respond to inquiries from end users
Software support: installation assistance (Software Intake, manual creation, submitting automated installer script requests), and license management
Support exception requests (e.g., OneDrive/PC access approval for long‑term leave users, proxy exceptions, policy exception requests)
Multifunction printer management: IP address updates and domain controller change handling
Provide user communication: translate and distribute announcements regarding global system changes and rollouts
4. Team Management & Other Responsibilities
Support team operations such as computer usage requests, software installation requests, and software purchase requests
Aid with eLogistics-AS400 interfaces, including error handling and Change Management review
5. Mobility & VOIP
Manage end‑to‑end mobile device deployment, configuration, support, and policy implementation for Nippon Otis & Mercury, in partnership with BRM, SCM, WHQ, and DT teams.
Lead Telecom Expense Management (TEM) activities in Japan, using the global TEM platform to monitor usage, optimize costs, and prepare related reports for leadership.
Coordinate with supply chain, vendors, and partners (e.g., NTT) to manage service contracts and support CloudPBX rollout across Japan.
Ensure mobile technology security, compliance, user training, and continuous improvement aligned with industry trends and Japan business needs.
Qualifications
8+ years in IT Workplace / End-User Computing / Infrastructure support
3+ years in a team lead or senior role
Bachelor’s degree in IT, Information Systems, Computer Science, or equivalent experience
Strong people leadership and ownership mindset
Process- and compliance-driven, detail oriented
Excellent communication and stakeholder management skills
Able to balance user productivity with security and policy
Strong problem-solving and decision-making skills
Fluent Japanese (mandatory) and business-level English
Proven experience in:
PC and asset lifecycle management
Access & account management (e.g. AS400, UAR, privileged access)
Compliance checks, audits, and change management
End-user support, software deployment, and licence management
Mobility, TEM, telecom vendors, and CloudPBX/VoIP
Experience in Japan corporate environments and global IT operating models preferred
Preferred certifications:
ITIL Foundation
Microsoft 365 / Endpoint Manager (Intune)
Basic security / compliance (e.g. ISO 27001 fundamentals)
Telecom / Mobility / VoIP certifications (nice to have)
If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.
Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.
You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.
When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.
We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.
Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis .
Become a part of the Otis team and help us #Buildwhatsnext!
Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [email protected].
