Service Desk Portuguese Team Leader

Cognizant; Guadalajara; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading IT services provider in Guadalajara is seeking a Senior Service Desk Team Leader to manage multiple service desk teams and ensure high-quality support. The role requires overseeing team performance, optimizing workflows, and collaborating across departments. Candidates must have 4–6 years of leadership experience in a service desk environment and fluency in English, Spanish, and Portuguese. This position offers competitive benefits and a focus on career development.

Servicios

Ongoing training and development plans

Highly competitive benefits and salary package

Career growth opportunities

Formación

• 4–6 years of experience in Service Desk or Contact Center leadership roles.
• Advanced proficiency in service management tools is required.
• Experience presenting status to clients (internal or external).

Responsabilidades

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

Conocimientos

Excellent communication in English, Spanish, and Portuguese

Strong analytical and decision-making skills

Proven ability to lead cross-functional teams

Herramientas

ServiceNow

Avaya

NICE

Descripción del empleo

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 Senior Service Desk Team Leader, you will oversee multiple service desk teams, ensuring high-quality support delivery across various channels (phone, chat, email). You will be responsible for optimizing workflows, mentoring team leaders, driving performance improvements, and collaborating with other departments to align support operations with business goals.

Qualifications

• 4–6 years of experience in Service Desk or Contact Center leadership roles.
• Excellent communication in English Spanish and Portuguese IS A MUST
• Strong analytical and decision-making skills.
• Advanced proficiency in service management tools (e.g., ServiceNow, Avaya, NICE).
• Proven ability to lead cross-functional teams and manage change.
• Experience presenting status to clients (internal or external)
• Work model: 100% on site, Cognizant Guadalajara

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.

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!

Join us now!