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Solutions and Helpdesk Lead

Work location:  Kowloon Bay

Responsibilities

  • Lead L2 support operations for D365 and core applications across APAC by managing ServiceNow tickets, ensuring SLA/KPI compliance, handling triage and escalations, and driving root cause resolution.
  • Govern change requests by managing intake, prioritization, requirement alignment with stakeholders, solution quality, and timely implementation.
  • Lead and develop the regional BA and L2 support team by assigning workload, monitoring performance, building capabilities, and defining clear roles and escalation paths.
  • Manage vendor and L3 support by acting as the primary contact, driving escalations and resolutions, monitoring SLA performance, and reducing dependency through internal capability building.
  • Establish and enforce process governance by defining SOPs, monitoring SLA/KPI frameworks, standardizing practices across APAC, and maintaining knowledge management assets.
  • Manage stakeholders by acting as the liaison between business, IT, and vendors, providing regular reporting, communicating incidents and risks, and supporting user adoption.
  • Drive data-driven support optimization by analyzing ticket trends and system performance, identifying improvements, and supporting reporting and decision-making.

Requirements

•    Bachelor’s degree in Information Technology, Business, or related disciplines
•    Minimum 8–12 years of experience in ERP support or IT application management
•    At least 3–5 years in a leadership or team lead role
•    Strong hands-on experience in Microsoft Dynamics 365 (FO/CE) or equivalent ERP
•    Proven experience in incident management, CR governance, and system support
•    Experience working in regional / multi-country environments (APAC preferred)

Information provided will be treated in strict confidence and only be used for recruitment related purposes. All personal data of unsuccessful candidates will be destroyed on completion of the recruitment exercise.
Posted on:  29 Jun 2026
Job Type:  Permanent

About Ricoh

For more than 80 years, Ricoh has been driving innovation and is a leading provider of document management solutions, IT services, communications services, commercial and industrial printing, digital cameras, and industrial systems.

Ricoh is a global leader in the office document market and in workflow improvement. We are internationally renowned for our expertise and our success is based on breakthrough technology, innovative engineering, and superior product quality.

In a rapidly changing business environment, Ricoh provides a wealth of products, services, and solutions that simplify routine tasks, enable better collaboration, and help people achieve their personal and business objectives. We understand how people use our products and solutions and anticipate their future needs. We believe that it’s not enough to merely improve the way our customers do business—we must create benefits for their customers, as well.

Headquartered in Tokyo, Ricoh Group operates in approximately 200 countries and regions.

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