About the role
As a Service Desk Team Leader, you will make an impact by leading the day‑to‑day operations of a Service Desk team delivering high‑quality, customer‑focused technical support. You will be a valued member of the IT Operations team and work collaboratively with internal stakeholders to ensure service excellence, effective resource utilization, and consistent achievement of service level commitments.
In this role, you will:
- Lead, supervise, and support a team of Service Desk agents providing support via phone, chat, and email
- Plan and allocate resources effectively to meet operational demand and maximize productivity
- Monitor real‑time performance metrics and SLAs, taking corrective actions when required
- Analyze operational reports to identify trends, gaps, and improvement opportunities
- Provide coaching, feedback, and performance guidance to enhance team engagement and results
- Collaborate with internal stakeholders to ensure alignment with client expectations and service delivery goals
- Promote a strong customer‑service mindset and adherence to support processes and standards
- Support continuous improvement initiatives to enhance service quality and operational efficiency
Work model
We strive to provide flexibility wherever possible. Based on this role’s business requirements, this position may follow a hybrid work model.
Working arrangements may change depending on business needs, and we will always be clear about role expectations.
What you must have to be considered
- Ample experience leading or supervising Service Desk or Contact Center teams
- Strong knowledge of Service Desk or Contact Center tools such as ServiceNow, Avaya CMS Supervisor, NICE, or similar platforms
- Proficiency with Microsoft Office, including intermediate knowledge of Microsoft Excel
- Ability to monitor, interpret, and act on real‑time operational data and performance metrics
- Strong organizational skills with the ability to manage multiple priorities
- Excellent communication skills in Spanish and English
- Customer‑focused mindset with strong leadership and problem‑solving capabilities
These will help you stand out
- Portuguese language skills
- Experience working in fast‑paced or high‑volume support environments
- Exposure to service management frameworks or continuous improvement initiatives
- Ability to adapt quickly to changing operational needs
- Results‑driven approach with a strong focus on team performance and engagement
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 strengths 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。
