Service desk agent

Cognizant; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading IT services provider in Ciudad de México is seeking a Service Desk Team Leader to manage a dynamic team responsible for providing customer-focused technical support. The role involves supervision, performance monitoring, and team coaching to ensure service excellence. Ideal candidates will bring 2–3 years of supervisory experience, proficiency in both Spanish and English, and familiarity with Service Desk tools. Join us for a competitive salary and benefits package in a vibrant working environment.

Servicios

Training and development opportunities

Competitive benefits package

Supportive work culture

Formación

• 2–3 years of experience in Service Desk or Call Center supervision.
• Excellent communication skills in both Spanish and English.
• Adaptable to rapidly changing environments.

Responsabilidades

• Lead a team of Service Desk agents and ensure high-quality service.
• Allocate resources effectively to meet demands.
• Monitor performance metrics and SLAs.

Conocimientos

Service Desk Management

CRM Tools (ServiceNow, Avaya CMS)

Microsoft Office (Excel)

Bilingual - Spanish and English

Organizational Skills

Data Analysis

Descripción del empleo

We’re hiring!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

As a Service Desk Team Leader, you will be responsible for the day-to-day supervision and management of a team of operators who handle help desk requests via incoming calls, chat, and email — ensuring the delivery of high-quality, customer-focused technical support services. You will lead effective resource planning to maximize productivity, design and analyze reports to identify performance gaps, coach the team accordingly, and monitor SLAs in real time to ensure all contractual objectives are met. This role requires a balance of leadership, technical expertise and process management.

Qualifications

• 2–3 years of work experience as a Service Desk or Call Center team lead/supervisor.
• Proficiency in CRMs and Service Desk/Contact Center tools (ServiceNow, Avaya CMS Supervisor, NICE, etc.).
• Proficiency in Microsoft Office (intermediate knowledge of MS Excel is required).
• Excellent communication skills in Spanish and English.
• Strong organizational abilities; comfortable managing multiple competing priorities.
• Ability to monitor and analyze real-time data.
• Adaptable to rapidly changing environments.
• Goal- and results-driven mindset.
• Work model: 100% on site in Cognizant Guadalajara

Responsibilities

• Lead and support a team of Service Desk agents, ensuring high-quality customer service and technical support.
• Plan and allocate resources effectively to meet operational demands.
• Monitor real-time performance metrics and SLAs, taking corrective actions when needed.
• Analyze reports to identify trends, gaps and opportunities for improvement.
• Provide coaching and feedback to team members to enhance performance and engagement.
• Collaborate with internal stakeholders to ensure alignment with client expectations and service delivery goals.

Why Cognizant?

• Improve your career in one of the largest and fastest growing IT services providers worldwide.
• Receive ongoing support and funding with training and development plans.
• Have a highly competitive benefits and salary package.
• Get the opportunity to work for leading global companies.
• We are committed to respecting human rights and building a better future by helping your minds and the environment.
• We invest in people and their wellbeing.
• We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.
• At Cognizant we believe that our culture makes us stronger!

Join us now!