Senior Service Desk Team Leader

About the role

We are looking for a Senior Service Desk Team Leader to oversee multiple service desk teams and ensure high‑quality support across phone, chat, and email channels. You will be a key member of the IT Operations team, collaborating with leadership and cross‑functional partners to improve performance, enhance the customer experience, and align support operations with business objectives.

Key responsibilities

• Supervise Tech Leaders, Shift Leaders, and their support teams.
• Monitor and analyze KPIs and SLA metrics to identify trends, risks, and improvement opportunities.
• Lead initiatives that boost customer experience and operational efficiency.
• Act as an escalation point for complex, high‑impact, or critical incidents.
• Develop training plans, coaching strategies, and career paths for team members.
• Drive performance management and continuous‑improvement programs.
• Coordinate with local and global management to ensure seamless service delivery.
• Support change‑management efforts and help teams adapt to new processes and tools.
• Promote a culture of accountability, collaboration, and service excellence.

Required profile

• Significant experience in Service Desk or Contact Center leadership.
• Strong analytical and decision‑making abilities, with proven KPI and SLA management.
• Hands‑on experience with service‑management and contact‑center platforms such as ServiceNow, Avaya, NICE, or similar.
• Demonstrated ability to lead teams, manage change, and drive performance improvements.
• Excellent communication skills in English and Spanish; Portuguese is a plus.
• Experience presenting operational status to internal or external stakeholders.

Required skills

• ServiceNow
• Avaya
• NICE (or comparable contact‑center platform)

What we offer

• Hybrid work model with flexibility based on business needs.
• Opportunity to influence global service delivery and transformation initiatives.
• Collaborative environment focused on continuous improvement.