Service Desk Team Leader

About the role

You will lead the day‑to‑day operations of a Service Desk team, delivering high‑quality, customer‑focused technical support. As a member of the IT Operations team you will collaborate with internal stakeholders to ensure service excellence and meet service level commitments.

Key responsibilities

• Lead, supervise and support a team of Service Desk agents handling phone, chat and email requests.
• Plan and allocate resources to match operational demand and maximise productivity.
• Monitor real‑time performance metrics and SLAs, taking corrective actions when needed.
• Analyse operational reports to identify trends, gaps and improvement opportunities.
• Provide coaching, feedback and performance guidance to boost team engagement.
• Collaborate with internal stakeholders to align with client expectations and service delivery goals.
• Promote a strong customer‑service mindset and support continuous‑improvement initiatives.

Required profile

• Significant experience leading or supervising Service Desk or Contact Centre teams.
• Strong communication skills in both Spanish and English.
• Customer‑focused mindset with solid problem‑solving abilities.
• Ability to interpret and act on real‑time operational data.
• Organisational skills to manage multiple priorities.

Required skills

• ServiceNow
• Avaya CMS Supervisor
• NICE (or similar contact‑centre platform)
• Microsoft Office suite
• Microsoft Excel (intermediate level)