Team Leader Service Desk - SR

Cognizant; São Paulo; On-site; BRL 120,000 - 180,000; Full time

Job summary

Cognizant is seeking a Team Leader - Service Desk to guide daily Service Desk operations, ensuring high-quality IT support and SLA adherence. You will manage ticket workflows, coach analysts, and act as the main escalation point for major incidents.

The role requires ITIL knowledge, ITSM platform experience, and strong English and Spanish communication for global stakeholders. This on-site position is based in São Paulo, Brazil.

Qualifications

• Experience leading Service Desk, Help Desk, or IT Support teams.
• Strong knowledge of ITIL processes and ITSM best practices.
• Experience with ITSM platforms such as ServiceNow or Remedy.
• Solid understanding of Microsoft 365 and Active Directory.
• Experience managing operational KPIs and service delivery metrics.
• Ability to analyze performance data and drive improvements.
• Strong stakeholder management and communication skills.
• Experience handling escalations and major incidents.
• Excellent organizational skills in fast-paced environments.
• Fluent English and Advanced Spanish.

Responsibilities

• 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.

Skills

Team leadership

ITIL knowledge

ITSM platforms

ServiceNow

Remedy

Microsoft 365

Active Directory

KPI management

Stakeholder management

Incident management

English fluency

Spanish proficiency

Education

ITIL Foundation certification

Tools

ServiceNow

Remedy

Job description

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.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.