Team Leader Service Desk - SR

Cognizant Technology Solutions Corporation; São Paulo; Presencial; BRL 90 000 - 130 000; Tempo integral

Resumo da oferta

Cognizant Technology Solutions Corporation in São Paulo, Brazil, seeks a Team Leader for the Service Desk to lead daily IT support operations, ensure SLA adherence, and drive service excellence within the Digital Workplace team.

You will coach analysts, manage escalations, collaborate with L2/L3 teams and vendors, and help implement improvements, Shift Left, and knowledge management to boost customer satisfaction.

Qualificações

• Proven experience leading Service Desk, Help Desk, or IT Support teams.
• Strong knowledge of ITIL processes and IT Service Management best practices.
• Experience with ITSM platforms such as ServiceNow, Remedy, or similar tools.
• Solid understanding of Microsoft 365, Active Directory, and end-user support environments.
• Experience managing operational KPIs and service delivery metrics.

Responsabilidades

• Lead and oversee daily Service Desk operations, ensuring effective ticket management, workload distribution, and adherence to service levels.
• Monitor operational performance through key service metrics, driving improvements in SLA achievement and customer satisfaction.
• Coach, develop, and support Service Desk Analysts through regular feedback and performance management.
• Act as the primary escalation point for critical incidents, ensuring timely resolution across support teams.
• Drive continuous improvement initiatives, including process optimization, automation, and knowledge management.
• Ensure compliance with ITIL best practices, governance requirements, quality standards, and policies.
• Collaborate with L2/L3 support teams, vendors, and stakeholders to manage escalations and service delivery expectations.
• Prepare and present operational reports and performance updates to leadership and clients.

Conhecimentos

Service Desk Leadership

ITIL Processes

ITSM Platforms

Microsoft 365

Active Directory

KPIs & Metrics

Stakeholder Management

Communication Skills

Incident & Escalation Management

Multi-tasking

Ferramentas

ServiceNow

Remedy

Descrição da oferta de emprego

As a Team Leader - Service Desk, you will make an impact by leading daily Service Desk operations, ensuring the delivery of high-quality IT support services aligned with service level agreements (SLAs), operational goals, and customer satisfaction targets. You will be a valued member of the Digital Workplace team and work closely with support analysts, technical teams, clients, and operational stakeholders to drive service excellence and continuous improvement.

In this role, you will:

• Lead and oversee daily Service Desk operations, ensuring effective ticket management, workload distribution, and adherence to service levels.
• Monitor operational performance through key service metrics, driving improvements in SLA achievement, customer satisfaction, and operational efficiency.
• Coach, develop, and support Service Desk Analysts through regular feedback, performance management, and development initiatives.
• Act as the primary escalation point for critical incidents, ensuring effective communication and timely resolution across support teams and stakeholders.
• Drive continuous improvement initiatives, including process optimization, automation opportunities, knowledge management, and Shift Left strategies.
• Ensure compliance with ITIL best practices, governance requirements, quality standards, and organizational policies.
• Collaborate with L2/L3 support teams, vendors, and business stakeholders to manage escalations, risks, and service delivery expectations.
• Prepare and present operational reports, service reviews, and performance updates to leadership and clients.
• Support Major Incident Management activities and contribute to root cause analysis and problem management initiatives.
• Foster a customer-centric culture focused on service excellence, accountability, and continuous improvement.

Work Model

We believe in-person collaboration plays an important role in driving operational excellence and team engagement. Based on this role’s business requirements, this position is 100% on-site in São Paulo, Brazil.

The working arrangements for this role are accurate as of the date of posting. This may change based on business and client requirements. Rest assured, we will always be clear about role expectations.

What you need to have to be considered

• Proven experience leading Service Desk, Help Desk, or IT Support teams.
• Strong knowledge of ITIL processes and IT Service Management best practices.
• Experience working with ITSM platforms such as ServiceNow, Remedy, or similar tools.
• Solid understanding of Microsoft 365, Active Directory, and end-user support environments.
• Experience managing operational KPIs and service delivery metrics.
• Ability to analyze performance data and implement action plans to drive operational improvements.
• Strong stakeholder management, communication, and conflict-resolution skills.
• Demonstrated experience managing escalations, critical incidents, and service delivery priorities.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Fluent English and Advanced Spanish, with the ability to effectively communicate with global stakeholders in both written and verbal interactions.

These will help you stand out

• ITIL Foundation certification.
• Experience with automation initiatives and digital workplace transformation projects.
• Knowledge of Major Incident Management practices.
• Experience supporting global or multilingual service desk operations.
• Background in continuous improvement methodologies and operational excellence programs.
• Experience with knowledge management and Shift Left initiatives.