Fixed-term contract - Service Desk Team Leader

Job Description

Description Overview:

We are looking for a bilingual Service Desk Team Leader for our Japan-based L1 Service Desk operating within a global delivery model. The Team Leader is accountable for people leadership, operational control, service quality, client communication and continuous improvement. The Team Leader owns the overall performance, stability, compliance and development of the Japan team.

The Team Leader ensures a consistent and professional user experience, effective collaboration with the global hubs and client stakeholders, and reliable execution of agreed processes. The role requires a holistic management approach to protect service continuity, employee wellbeing and client trust.

Job Description:

The Team Leader leads the Japan Service Desk team and remains accountable for delivery. The role monitors performance, anticipates risks, coordinates corrective actions, maintains clear communication and ensures that instructions are understood and applied. The Team Leader must combine strong people-management capability with operational knowledge of an IT Service Desk environment.

The selected candidate must have native-level Japanese and business-level English, with the confidence to communicate effectively with Japan-based users, client stakeholders, global delivery teams and Capgemini management. The Team Leader is expected to be visible, available, proactive and able to work with limited supervision.

Service Window:

The Team Leader works primarily during standard business hours, Monday to Friday.

The role requires flexibility to support exceptional operational situations, critical escalations, client priorities, or service-related matters when necessary. Temporary adjustments to working hours may occasionally be required and will be compensated in accordance with local regulations and company policies.

The Team Leader is expected to ensure appropriate service oversight, communication, and escalation management at all times.