Service Desk Manager

Cognizant; Guadalajara; Presencial; MXN 900,000 - 1,261,000; Jornada completa

Descripción de la vacante

A leading IT services provider in Guadalajara, Jalisco is seeking a Service Desk Manager to oversee Tech/Shift Leaders and improve service delivery. The ideal candidate has 4–6 years of experience in leadership roles within Service Desks, possesses strong analytical skills, and communicates fluently in English and Spanish. Responsibilities include analyzing KPIs, leading training initiatives, and coordinating with management. This role offers competitive benefits and a dynamic work environment.

Servicios

Competitive salary

Ongoing training and development

Flexible work arrangements

Formación

• 4–6 years of experience in Service Desk or Contact Center leadership roles.
• Strong analytical and decision-making skills.
• Excellent communication in English and Spanish.

Responsabilidades

• Supervise and support Tech/Shift Leaders and their respective agents.
• Analyze KPIs and SLA metrics to identify trends and areas for improvement.
• Lead initiatives to enhance customer experience and operational efficiency.

Conocimientos

Analytical skills

Decision-making skills

Bilingual communication (English and Spanish)

Leadership in cross-functional teams

Herramientas

ServiceNow

Avaya

NICE

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!

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as Service Desk Manager.

Key Responsibilities

• Supervise and support Tech/Shift Leaders and their respective agents.
• Analyze KPIs and SLA metrics to identify trends and areas for improvement.
• Lead initiatives to enhance customer experience and operational efficiency.
• Develop training plans and career paths for team members.
• Act as escalation point for complex or high‑impact incidents.
• Coordinate with management team, local and global, to ensure seamless service delivery.

Required Qualifications

• 4–6 years of experience in Service Desk or Contact Center leadership roles.
• Strong analytical and decision‑making skills.
• Advanced proficiency in service management tools (e.g., ServiceNow, Avaya, NICE).
• Excellent communication in English and Spanish and Portuguese.
• Proven ability to lead cross‑functional teams and manage change.
• Experience presenting status to clients (internal or external).

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.

Igualdad de Empleo y Política de Acción Afirmativa: Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.

At Cognizant we believe that our culture makes us stronger!

Join us now!

#BeCognizant #IntuitionEngineered