Bilingual Service Desk Team Lead – Spanish & French Canadian

Cognizant; Guadalajara; Presencial; MXN 539,000 - 810,000; Jornada completa

Descripción de la vacante

A leading IT services provider in Guadalajara is hiring a Service Desk Team Lead who will supervise a team of agents providing high-quality customer support. The ideal candidate must be fluent in Spanish and French Canadian, have leadership experience, and proficiency in relevant tools like ServiceNow and Microsoft Excel. This role demands strong organizational skills and the ability to analyze performance metrics. A competitive salary and benefits package is offered.

Servicios

Ongoing support and funding for training

Competitive benefits and salary package

Formación

• 2–3 years of experience as a Service Desk or Call Center Tech lead.
• Proficiency in relevant Service Desk/Contact Center tools.
• Excellent communication skills in Spanish and French Canadian.

Responsabilidades

• Lead and support a team of Service Desk agents.
• Monitor performance metrics and SLAs.
• Analyze reports to identify trends and opportunities.

Conocimientos

Fluency in Spanish

Fluency in French Canadian

Intermediate English

Customer Service Skills

Strong Organizational Abilities

Herramientas

ServiceNow

Avaya CMS Supervisor

AWS Connect

Microsoft Excel

Descripción del empleo

A leading IT services provider in Guadalajara is hiring a Service Desk Team Lead who will supervise a team of agents providing high-quality customer support. The ideal candidate must be fluent in Spanish and French Canadian, have leadership experience, and proficiency in relevant tools like ServiceNow and Microsoft Excel. This role demands strong organizational skills and the ability to analyze performance metrics. A competitive salary and benefits package is offered.