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.
