Fixed-term contract - Service Desk Shift Lead

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Service Desk Shift Lead manages daily service desk operations during an assigned shift, ensuring effective incident handling, request fulfilment, escalation and customer support. Candidates are expected to have experience in IT service management, service desk or technical support leadership, with knowledge of ITIL principles, ticketing systems, SLAs and incident management. Strong communication skills, problem-solving ability and the confidence to coordinate analysts and liaise with clients are essential. The role may require shift work, including evenings, weekends or public holidays, as well as accurate reporting and performance monitoring. Professional English and Japanese communication skills may be expected in Japan, together with a customer-focused and team-oriented approach.

About the employer

Capgemini is a global consulting, technology services and digital transformation company headquartered in France. It helps organizations modernize their technology, improve business operations and develop innovative digital products. Its services cover consulting, cloud, data and artificial intelligence, cybersecurity, enterprise applications, engineering, infrastructure and managed services. Capgemini works with clients across industries including financial services, manufacturing, retail, telecommunications, healthcare and the public sector. The company operates in many countries and combines global delivery capabilities with local teams. In Japan, Capgemini supports enterprises with technology implementation, application services, infrastructure operations and business transformation. Employees typically work in collaborative, international environments and may support large-scale client accounts. A Service Desk Shift Lead would contribute to reliable IT operations, service quality and user satisfaction while coordinating support teams and maintaining agreed service levels.