Bilingual Service Desk Lead (EN/ES) - Guadalajara Onsite

Cognizant; Región Centro; On-site; MXN 480,000 - 700,000; Full time

Job summary

Cognizant is seeking a seasoned Service Desk Lead to manage and coach a 24x7 operations team at our Guadalajara office. This role requires advanced English, strong organizational skills, and experience with top contact center tools.

You will oversee real-time data monitoring, coordinate shifting schedules, and drive incident resolution while ensuring high-quality user support in both Spanish and English.

Qualifications

• 4+ years in service desk or call center leadership roles.
• Experience with Service Desk tools and contact center platforms.
• Proficient in MS Office; Excel required.
• Fluent in Spanish and English.
• Strong organization and multi-priority management.
• Ability to monitor real-time data.
• Willing to work in a 24x7 environment with rotating shifts.
• On-site role in Guadalajara.

Responsibilities

• Lead service desk operations and mentor the team.
• Coordinate shift coverage to ensure 24x7 availability.
• Monitor and analyze real-time performance metrics.
• Collaborate with cross-functional teams to resolve incidents.
• Provide advanced English/Spanish communication as needed.

Skills

Service desk leadership

Data analysis

Communication

Organization

Shift work

Tools

ServiceNow

Avaya CMS Supervisor

AWS Connect

Microsoft Excel

Job description

Cognizant is seeking a seasoned Service Desk Lead to manage and coach a 24x7 operations team at our Guadalajara office. This role requires advanced English, strong organizational skills, and experience with top contact center tools.

You will oversee real-time data monitoring, coordinate shifting schedules, and drive incident resolution while ensuring high-quality user support in both Spanish and English.