As a Team Leader - Service Desk, you will make an impact by leading daily Service Desk operations, ensuring the delivery of high-quality IT support services aligned with service level agreements (SLAs), operational goals, and customer satisfaction targets. You will be a valued member of the Digital Workplace team and work closely with support analysts, technical teams, clients, and operational stakeholders to drive service excellence and continuous improvement.
In this role, you will:
- Lead and oversee daily Service Desk operations, ensuring effective ticket management, workload distribution, and adherence to service levels.
- Monitor operational performance through key service metrics, driving improvements in SLA achievement, customer satisfaction, and operational efficiency.
- Coach, develop, and support Service Desk Analysts through regular feedback, performance management, and development initiatives.
- Act as the primary escalation point for critical incidents, ensuring effective communication and timely resolution across support teams and stakeholders.
- Drive continuous improvement initiatives, including process optimization, automation opportunities, knowledge management, and Shift Left strategies.
- Ensure compliance with ITIL best practices, governance requirements, quality standards, and organizational policies.
- Collaborate with L2/L3 support teams, vendors, and business stakeholders to manage escalations, risks, and service delivery expectations.
- Prepare and present operational reports, service reviews, and performance updates to leadership and clients.
- Support Major Incident Management activities and contribute to root cause analysis and problem management initiatives.
- Foster a customer-centric culture focused on service excellence, accountability, and continuous improvement.
Work Model
We believe in-person collaboration plays an important role in driving operational excellence and team engagement. Based on this role’s business requirements, this position is 100% on-site in São Paulo, Brazil.
The working arrangements for this role are accurate as of the date of posting. This may change based on business and client requirements. Rest assured, we will always be clear about role expectations.
What you need to have to be considered
- Proven experience leading Service Desk, Help Desk, or IT Support teams.
- Strong knowledge of ITIL processes and IT Service Management best practices.
- Experience working with ITSM platforms such as ServiceNow, Remedy, or similar tools.
- Solid understanding of Microsoft 365, Active Directory, and end-user support environments.
- Experience managing operational KPIs and service delivery metrics.
- Ability to analyze performance data and implement action plans to drive operational improvements.
- Strong stakeholder management, communication, and conflict-resolution skills.
- Demonstrated experience managing escalations, critical incidents, and service delivery priorities.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Fluent English and Advanced Spanish, with the ability to effectively communicate with global stakeholders in both written and verbal interactions.
These will help you stand out
- ITIL Foundation certification.
- Experience with automation initiatives and digital workplace transformation projects.
- Knowledge of Major Incident Management practices.
- Experience supporting global or multilingual service desk operations.
- Background in continuous improvement methodologies and operational excellence programs.
- Experience with knowledge management and Shift Left initiatives.
Please upload your resume in English.
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.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
