Service Desk Lead

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

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!

Qualifications:
+4 years of work experience as a Service Desk or Call Center Tech lead, SME or supervisor.
Proficiency in Service Desk/Contact Center tools (ServiceNow, Avaya CMS Supervisor, AWS Connect, 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 in an environment of 24x7 operations, with rotative shifts.

ADVANCED ENGLISH IS A MUST
100% on site role in our offices in Guadalajara

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 build 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 than our culture make us stronger!