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.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
- Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
