Service Desk Team Leader

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.