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Field Services Team Leader

Lenovo -
São Paulo, SP

Candidate-se Agora

Detalhes da vaga

Tempo integral
Há 12 dias

Qualificações

ITIL foundation
Gestão
Inglês
Gestão de Equipe
Certificação HDI
Suporte de TI
ServiceNow
TI
Inteligência artificial
Liderança
Habilidade de Comunicação
Tecnologia da Informação

Descrição completa da vaga

General Information

Req #

WD00100370

Career area:

Information Technology

Country/Region:

Brazil

State:

São Paulo

City:

Sao Paulo

Date:

Monday, June 8, 2026

Working time:

Full-time

Additional Locations:

Brazil - São Paulo - São Paulo

Brazil - São Paulo - Sao Paulo

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Role Overview

The Field Services Team Leader is responsible for leading a team of Field Services Analysts delivering on-site IT support, including incident management and service requests for Lenovo customers.

This role is accountable for team performance, service delivery metrics, and ensuring an exceptional customer experience—particularly for VIP and business-critical users.

Key Responsibilities

Lead and supervise a Field Services team supporting VIP users and business-critical environments
Monitor escalation queues and allocate resources to ensure tickets are resolved within SLAs
Track, analyze, and report on performance metrics for internal and customer review
Serve as an escalation point for customer satisfaction issues
Prepare reporting for regular customer and Lenovo meetings
Partner with the Quality Manager to maintain and improve team knowledge base structure, accuracy, and relevance
Participate in customer meetings and represent service delivery performance
Work with the Service Delivery Manager on HR activities, including hiring, onboarding, training, and performance management
Develop and execute team training and development plans to maintain skills and certifications
Manage workforce planning, including resource allocation, absenteeism, and turnover
Participate in Change Management activities, including testing, documentation, and reporting (as required, including outside standard hours)

Key Skills & Competencies

Strong written and verbal communication skills with the ability to engage stakeholders at all levels, including senior leadership and CIOs
Ability to manage multiple priorities in a fast-paced, customer-focused environment
Strong leadership and team management capabilities
Experience with ITSM tools (ServiceNow preferred)
Knowledge of ITIL/ITSM methodologies and best practices
Strong problem-solving and decision-making skills
Professional fluency in English

Qualifications & Experience

Experience:
Minimum of 5 years of experience in IT operations, including experience leading teams in internal or outsourced environments
Education:
Diploma or degree in IT, Business, or a related field
Certifications (Preferred):
ITIL Foundation
Technical certifications (e.g., Microsoft, Linux, CompTIA A+)
HDI certifications (Desktop Advanced Support Technician, Support Center Analyst)

Additional Locations:

Brazil - São Paulo - São Paulo

Brazil - São Paulo - Sao Paulo

Brazil

Brazil - São Paulo

* Brazil - São Paulo - São Paulo , * Brazil - São Paulo - Sao Paulo

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Key Responsibilities

Key Skills & Competencies

Qualifications & Experience

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