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.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
