Service Desk Team Lead – Lead, Coach & Optimize Support

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

Descripción de la vacante

A leading technology services provider in Guadalajara is looking for a Service Desk Team Leader to manage a team of help desk operators. Responsibilities include ensuring high-quality technical support, resource planning, and performance monitoring. The ideal candidate will have 2-3 years of experience in a similar role, proficiency in CRM tools, and excellent communication skills in both Spanish and English. This role is 100% on site and offers a competitive salary with strong growth opportunities.

Servicios

Competitive benefits package

Training and development plans

Career growth opportunities

Formación

• 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.
• Excellent communication skills in Spanish and English.

Responsabilidades

• Lead and support a team of Service Desk agents.
• Plan and allocate resources effectively to meet operational demands.
• Monitor real-time performance metrics and SLAs.

Conocimientos

Communication skills in Spanish

Communication skills in English

Resource planning

Technical support

Organizational abilities

Real-time data analysis

Adaptability

Goal-driven mindset

Herramientas

ServiceNow

Avaya CMS Supervisor

NICE

Microsoft Excel

Descripción del empleo

A leading technology services provider in Guadalajara is looking for a Service Desk Team Leader to manage a team of help desk operators. Responsibilities include ensuring high-quality technical support, resource planning, and performance monitoring. The ideal candidate will have 2-3 years of experience in a similar role, proficiency in CRM tools, and excellent communication skills in both Spanish and English. This role is 100% on site and offers a competitive salary with strong growth opportunities.