Service Desk Team Leader

Lenovo; São Paulo; On-site; BRL 90,000 - 150,000; Full time

Job summary

Lenovo is seeking a Service Desk Team Leader to manage a team of Service Desk Analysts delivering IT incident and request handling for Lenovo's customers, ensuring SLA adherence and performance metrics.

You will own the knowledge base, attend regular customer meetings, and, with the Service Delivery Manager, handle HR tasks such as hiring, performance management and onboarding, while building training plans to keep skills current.

Qualifications

• 5 years experience in a service desk operation as a team leader or manager.
• Diploma or Degree in IT related discipline or IT Certifications.

Responsibilities

• Monitor inbound queues (phone, email, chat) and allocate resources to meet SLAs.
• Monitor escalation queues to ensure timely responses within SLAs.
• Collect performance metrics and prepare regular reporting for customers and Lenovo meetings.
• Serve as customer satisfaction escalation point for the team.
• Own and update knowledge base for the teams.
• Collaborate with Service Delivery Manager on HR tasks: hiring, performance management and onboarding/training.
• Develop and execute training plans to keep team skills and certifications up to date.
• Manage absenteeism, turnover, and resource forecasting.
• Communicate effectively with Senior Manager, Executives, and CIO levels.

Skills

Team leadership

Stakeholder communication

Reporting

HR tasks

Leadership coaching

Education

Diploma or Degree in IT related discipline

Tools

ServiceNow

ITSM tools

Job description

Description and Requirements

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

To find out more visit www.lenovo.com and read about the latest news via our StoryHub.

Business Area Description:

The Lenovo Service Desk serves as a Single Point of Contact (SPOC) and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Service Desk performs end to end Incident and Request management on behalf of our customers.

Key Objectives of Position:

Service Desk Team Leader manages a team of Service Desk Analysts that provide IT incident and request handling and resolutions for Lenovo’s customers. Accountable for the performance of the team, ensuring metrics are recorded and SLAs are met. Ensuring team members are provided the best opportunity to delight Lenovo’s customers.

Day-To-Day Tasks:

• Monitor inbound communication queues, phone, email and chat and allocate resources appropriately so that responses are within service level agreements (SLAs).
• Monitor escalation ticket queues so that incidents and request are responded to within service level agreements (SLAs).
• Collect performance metric data.
• Prepare reporting for regular customer and Lenovo meetings.
• Perform as a customer satisfaction escalation point for your team.
• Own the knowledge base for your teams, ensuring structure, integrity and relevance.
• Attend regular customer meetings.
• In conjunction with the Service Delivery Manager, complete relevant HR tasks such as hiring, performance management and staff onboarding/training.
• Build and execute training and development plans for your team ensure skills and certifications are keep up to date.
• Handling absenteeism and turnover, resource allocation and forecasting
• Excellent customer communication skills, verbal and written to all levels within an organization.
• Ability to communicate with Senior Manager, Executive and CIO levels
• Ability to multi-task and handle pressure while maintaining the customer’s and Lenovo best interests.
• Admin experience with ITSM toolsets (ServiceNow preferred).

Candidate Pre-Requisites

Previous Experience:

• 5 years previous experience in either an internal or outsourced service desk operation as a team leader or manager.

Qualifications:

• Diploma or Degree in an IT related discipline or other IT Certifications

Explore Lenovo laptops, desktops, tablets, monitors, pc accessories & servers. Shop innovative tech designed for business, education, gaming & everyday use.

We believe in treating each other with respect and dignity. We judge all applicants and employees by their qualifications, demonstrated skills and achievements without regard to race, color, religion, gender, gender identity or expression, national origin, ethnicity, sexual orientation, sex, age, disability, veteran status, marital status or any other characteristic protected by local law. When necessary, Lenovo will provide reasonable accommodations for employees with disabilities or those with special religious requirements. All employees help to create a positive work environment by adhering to these standards.

If you require an accommodation to complete this application, please contact [e-mail]