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Service Desk Team Leader

Lenovo -
São Paulo, SP

Candidate-se Agora

Detalhes da vaga

Tempo integral
Há 5 dias

Qualificações

ITIL foundation
Experiência como Motorista
Certificação HDI
Suporte de TI
Forecasting
ServiceNow
TI
Inteligência artificial
Liderança
Habilidade de Comunicação

Descrição completa da vaga

General Information

Req #

WD00100424

Career area:

Information Technology

Country/Region:

Brazil

State:

São Paulo

City:

Sao Paulo

Date:

Wednesday, June 10, 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

About the Team

Lenovo Workplace Services acts as the single point of contact (SPOC) for end-user managed services, delivering comprehensive IT support. The team operates in close alignment with customer IT environments, providing end-to-end support both locally and remotely.

Role Overview

The Service Desk Team Leader is responsible for leading a team of Service Desk Analysts, ensuring high-quality incident and request management for Lenovo’s customers. This role is accountable for team performance, service delivery against SLAs, and driving a strong customer experience.

Key Responsibilities

Monitor inbound communication channels (phone, email, chat) and allocate resources to meet SLAs
Oversee escalation queues to ensure timely response and resolution
Track and analyze team performance metrics and prepare reporting for internal and customer reviews
Act as an escalation point for customer satisfaction issues
Own and maintain the team knowledge base, ensuring accuracy and relevance
Participate in regular customer meetings
Partner with the Service Delivery Manager on hiring, onboarding, and performance management
Develop and execute training and development plans for team members
Manage workforce planning, including absenteeism, turnover, and resource forecasting

Key Skills & Competencies

Strong customer communication skills, both verbal and written, across all organizational levels
Ability to engage effectively with senior leadership, including executives and CIO-level stakeholders
Proven ability to multitask and perform under pressure while balancing customer and business priorities
Experience with ITSM tools (ServiceNow preferred)
Solid understanding of ITIL/ITSM methodologies and best practices
Professional fluency in English

Qualifications & Experience

5+ years of experience in a service desk environment, including leadership experience
Degree or diploma in IT, business, or a related discipline
ITIL Foundation certification
Technical certifications (e.g., Microsoft Certified, CompTIA A+)

Desirable:

Help Desk Institute (HDI) certifications (e.g., HDI Desktop Advanced Support Technician, HDI 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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General Information

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Key Skills & Competencies

Qualifications & Experience

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