Service Desk Team Leader – WorkForce Management

Lenovo; São Paulo; On-site; BRL 180,000 - 240,000; Full time

Job summary

Lenovo is seeking a Workforce Management Team Leader for its Service Desk in Brazil. You will oversee forecasting, scheduling, capacity planning, real-time management, and resource allocation to ensure SLA achievement and optimal productivity.

You will lead a team of WFM analysts and coordinate with senior stakeholders across IT and customer service. You will apply ITIL principles, use ServiceNow and BI tools, and drive continuous improvement in a fast-paced environment.

Qualifications

• Minimum 5 years of experience in Service Desk Operations, Workforce Management, or equivalent.
• Experience leading forecasting, scheduling, queue management, and resource allocation.

Responsibilities

• Monitor real-time operational performance and service queues across channels.
• Manage workload distribution to maximize resource utilization.
• Forecasting, capacity planning, and staffing analysis based on historical data.
• Develop and maintain schedules to meet SLA targets.
• Monitor queue health and backlog levels; take corrective actions.
• Analyze adherence, occupancy, and productivity metrics.
• Produce reports for leadership meetings.
• Partner with Service Desk leaders to identify risks and mitigation plans.
• Coordinate resource allocation during major incidents and peaks.
• Provide staffing recommendations and continuous improvement plans.
• Support business continuity and contingency planning activities.
• Lead and develop WFM analysts and coordinators.

Skills

Workforce management

Forecasting

Scheduling

Capacity planning

Real-time management

Leadership

Communication

Advanced Excel

Reporting

Education

IT

Business Administration

Operations Management

Statistics

Engineering

ITIL Foundation Certification

Workforce Management Certifications

Tools

ServiceNow

Power BI

Genesys

NICE

Verint

Job description

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

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

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

The Workforce Management Team Leader is responsible for ensuring optimal resource allocation and operational efficiency across Service Desk operations. Accountable for queue management, workforce planning, scheduling, forecasting, real-time monitoring, and workload distribution, this role ensures service levels, productivity targets, and customer expectations are consistently achieved. The position acts as a key liaison between operational leadership and delivery teams to proactively identify staffing requirements and performance risks.

Day-To-Day Tasks

• Monitor real-time operational performance and service queues across all supported channels (phone, chat, email, tickets).
• Manage workload distribution to ensure efficient utilization of available resources.
• Perform workforce forecasting, capacity planning, and staffing analysis based on historical trends and business demand.
• Develop and maintain schedules that support operational needs while maximizing SLA achievement.
• Monitor queue health and backlog levels, taking corrective actions when required.
• Analyze adherence, occupancy, shrinkage, productivity, and utilization metrics.
• Produce operational and workforce management reports for Lenovo and customer leadership meetings.
• Partner with Service Desk leadership teams to identify workforce risks and implement mitigation plans.
• Coordinate resource allocation during major incidents, peak periods, and business-critical events.
• Provide recommendations regarding staffing levels, shift models, hiring requirements, and operational improvements.
• Support business continuity and contingency planning activities.
• Drive continuous improvement initiatives focused on efficiency, service quality, and customer satisfaction.
• In conjunction with the Service Delivery Manager, support workforce planning activities related to onboarding, attrition management, absenteeism trends, and growth forecasts.
• Lead and develop WFM analysts and coordinators, ensuring processes, methodologies, and reporting standards are consistently applied.
• Strong analytical and problem-solving capabilities.
• Advanced understanding of workforce management methodologies and industry best practices.
• Experience with forecasting, scheduling, capacity planning, and real-time management.
• Ability to communicate effectively with operational teams, senior managers, executives, and customer stakeholders.
• Strong reporting and data visualization skills.
• Advanced Microsoft Excel and reporting tool proficiency.
• Experience with ITSM platforms (ServiceNow preferred).
• Knowledge of Service Desk operations and ITIL principles.
• Ability to manage multiple priorities in a dynamic, high-volume environment.

Candidate Pre-Requisites

Previous Experience

• Minimum 5 years of experience in Service Desk Operations, Workforce Management, Resource Planning, Operations Planning, or equivalent operational leadership functions. Previous experience managing forecasting, scheduling, queue management, and resource allocation is strongly preferred.

Qualifications

• Diploma or Degree in IT, Business Administration, Operations Management, Statistics, Engineering, or related discipline.
• ITIL Foundation Certification.
• Advanced Excel and Reporting Skills.
• Workforce Management or Operations Planning certifications are desirable.
• Knowledge of ServiceNow, Power BI, Genesys, NICE, Verint, or equivalent workforce management tools is highly desirable.

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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]