We are looking for an experienced candidate to lead and manage helpdesk operations, support project transitions, and drive SOP creation and process standardization. The ideal candidate should have strong experience in managing helpdesk projects, ensuring service delivery excellence, and handling transition activities smoothly. Japanese language proficiency is mandatory for this role, as the candidate will be required to coordinate with Japanese stakeholders, users, and teams.

Required Skills and Qualifications :-

Bachelors degree in any relevant discipline.510 years of experience in helpdesk / service desk / IT support operations.

Strong experience in SOP creation, process documentation, and knowledge management.

Hands-on experience in project transition / service transition / KT management.

Experience managing a helpdesk project in a structured service delivery environment.

Japanese language proficiency is mandatory (reading, writing, and speaking).

Strong stakeholder management and communication skills.

Experience in escalation management, and operational governance. Positive understanding of ITIL / incident management / request management processes.

Strong problem-solving, coordination, and organizational skills.

Preferred Qualifications :-

ITIL certification or similar service management certification.

Experience working with global teams and multilingual support environments.

Knowledge of ticketing tools such as ServiceNow, Jira,



Zendesk, or similar platforms.

Experience in transition from project to BAU support model.

Key Responsibilities :-

Manage end-to-end helpdesk operations and ensure high-quality service delivery.

Lead helpdesk projects and support transition of services from existing teams or vendors into steady-state operations.

Drive project transition planning and execution, including knowledge transfer, documentation, readiness tracking, and stakeholder coordination.

Create, review, and maintain Standard Operating Procedures (SOPs), process documents, user guides, and knowledge base content.

Ensure all support processes are documented, standardized, and aligned with operational requirements.

Manage service levels, incident handling, request fulfilment, escalations, and team performance. Coordinate with internal stakeholders, clients, and cross-functional teams to ensure smooth transition and operational continuity.

Identify process improvement opportunities and implement best practices across helpdesk operations.

Monitor operational metrics such as SLA, TAT, backlog, escalation trends, and customer satisfaction. Support team training and readiness during transition and ongoing operations.

Act as the primary point of contact for Japanese-speaking stakeholders wherever required.

Ensure compliance with governance, reporting, and operational standards.

📌 Helpdesk Manager - Japanese Language (Gurugram)
🏢 ALOIS Solutions
📍 Gurugram