Service Desk Team Leader

About the role

As a Service Desk Team Leader you will oversee the daily operations of a Service Desk team, ensuring high‑quality, customer‑focused technical support. You will work closely with the IT Operations team and internal stakeholders to meet service level commitments and drive continuous improvement.

Key responsibilities

• Lead, supervise, and support a team of Service Desk agents providing assistance via phone, chat, and email.
• Plan and allocate resources to meet operational demand and maximize productivity.
• Monitor real‑time performance metrics and SLAs, taking corrective actions when needed.
• Analyze operational reports to identify trends, gaps, and improvement opportunities.
• Provide coaching, feedback, and performance guidance to enhance team engagement.
• Collaborate with internal stakeholders to align with client expectations and service delivery goals.
• Promote a strong customer‑service mindset and adherence to support processes.
• Support continuous‑improvement initiatives to boost service quality and efficiency.

Required profile

• Significant 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, especially intermediate Excel skills.
• Ability to monitor, interpret, and act on real‑time operational data and performance metrics.
• Excellent communication skills in both Spanish and English.
• Customer‑focused mindset with strong leadership and problem‑solving capabilities.

Required skills

• ServiceNow (or comparable Service Desk platform)
• Avaya CMS Supervisor
• NICE
• Microsoft Office
• Microsoft Excel