Customer Service Team Lead – Sao Paulo

About the role

Infosys Brazil is seeking an experienced Customer Service Team Lead to manage its service desk operations in São Paulo. The role involves overseeing day‑to‑day delivery, ensuring compliance with contractual commitments and driving continuous improvement across the team.

Key responsibilities

• Monitor and enforce compliance with SOWs, MSAs and operational risk policies.
• Coordinate resource deployment, shift planning and skill‑set allocation for the service desk.
• Develop and sign‑off service quality plans, including quality control, assurance and improvement initiatives.
• Apply Lean and Six Sigma methodologies to enhance process efficiency.
• Oversee training and certification programs to ensure appropriate skill levels.
• Manage staffing, forecasting and financial planning for the engagement.

Required profile

• Graduate degree; technical diploma preferred.
• Minimum 7 years in customer service functions and 4 years in a managerial role, preferably in a Service Desk/L1 environment.
• Fluent in Portuguese and English; Spanish a plus.
• Strong communication, relationship‑building and cross‑regional collaboration skills.
• Ability to work rotational shifts and handle hardware, software, MDM and access requests.

Required skills

• ITSM tools
• CRM systems
• MS Office suite (Word, Excel, Outlook)
• Lean methodology
• Six Sigma