Bilingual Service Desk Team Lead – Spanish & French

Cognizant; Guadalajara; Presencial; MXN 1,078,000 - 1,439,000; Jornada completa

Descripción de la vacante

A leading global IT services provider located in Guadalajara, Mexico, is seeking a Service Desk Team Lead. The successful candidate will lead a team, ensuring high-quality customer service and technical support, with key responsibilities including performance monitoring and team coaching. Required qualifications include 2–3 years of experience in a similar role and proficiency in Service Desk tools. Cognizant offers a competitive benefits package and promotes an inclusive workplace.

Servicios

Career development opportunities

Competitive salary and benefits

Inclusive workplace culture

Formación

• 2–3 years of work experience as a Service Desk or Call Center Tech lead, SME or supervisor.
• Proficiency in Service Desk/Contact Center tools.
• Strong organizational abilities and adaptability.

Responsabilidades

• Lead and support a team of Service Desk agents.
• Monitor performance metrics and SLAs.
• Analyze reports to identify improvement opportunities.
• Provide coaching and feedback to team members.
• Collaborate with internal stakeholders for service delivery.

Conocimientos

Leadership

Customer service

Technical support

Performance analysis

Coaching

Team collaboration

English (intermediate)

Spanish

French

Herramientas

ServiceNow

Avaya CMS Supervisor

AWS Connect

Microsoft Office

Descripción del empleo

A leading global IT services provider located in Guadalajara, Mexico, is seeking a Service Desk Team Lead. The successful candidate will lead a team, ensuring high-quality customer service and technical support, with key responsibilities including performance monitoring and team coaching. Required qualifications include 2–3 years of experience in a similar role and proficiency in Service Desk tools. Cognizant offers a competitive benefits package and promotes an inclusive workplace.