Service Desk Team Lead (Trilingual) About the role
As a Service Desk Team Lead , you will make an impact by leading a team of technical support analysts who provide first-level support to users across Latin America, ensuring service excellence and achievement of operational objectives. You will be a valued member of the IT Infrastructure team and work collaboratively with service delivery managers, clients, stakeholders, and cross-functional teams. In this role, you will:
Lead, coach, and develop a team of Service Desk Analysts to ensure high performance and engagement.
Monitor and drive operational metrics, including SLA, KPI, CSAT, productivity, and quality targets.
Manage workforce planning, resource allocation, and operational coverage to support business needs.
Handle escalations and critical incidents, ensuring timely resolution and effective communication with stakeholders.
Drive continuous improvement initiatives, operational efficiencies, and adherence to ITIL processes and corporate policies. Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 2 days per week in a Cognizant office and 3 days working remotely . Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations. What you need to have to be considered
2+ years of experience leading Service Desk, Help Desk, or Technical Support teams.
Experience managing operational metrics, service performance, and SLA/KPI compliance.
Advanced proficiency in Spanish, Portuguese, and English , both written and verbal.
Experience working with ticketing systems and remote support tools.
Strong stakeholder management and client-facing communication skills.
Experience preparing operational reports and executive presentations.
Knowledge of ITIL-based service management processes. These will help you stand out
ITIL Foundation certification or similar service management credentials.
Experience supporting multilingual service desk operations across Latin America.
Strong coaching, mentoring, and talent development skills.
Experience participating in recruitment, onboarding, and training initiatives.
Proven ability to identify and implement process improvement opportunities.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
