Service Desk Team Leader

About the role

As a Service Desk Team Leader you will oversee the daily operations of a high‑performing Service Desk, delivering customer‑focused technical support through phone, chat and email. You will work closely with the IT Operations team and internal stakeholders to ensure service excellence, optimal resource utilization and consistent achievement of SLA commitments.

Key responsibilities

• Lead, supervise and support a team of Service Desk agents.
• Plan and allocate resources to meet 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 enhance engagement and results.
• 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 communication skills in both Spanish and English.
• Customer‑focused mindset with solid leadership and problem‑solving abilities.
• Ability to manage multiple priorities and adapt quickly to changing operational needs.
• Results‑driven approach with focus on team performance and engagement.

Required skills

• ServiceNow or similar Service Desk platform.
• Avaya CMS Supervisor or comparable Contact Center tool.
• NICE or related workforce management system.
• Proficiency with Microsoft Office, especially intermediate Microsoft Excel.