Technical Lead (Portuguese)

Cognizant; Guadalajara; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading IT services provider is looking for a Service Desk Team Lead in Guadalajara, Jalisco. The successful candidate will manage a team of Service Desk agents, ensuring they deliver excellent customer service. Candidates must be fluent in Spanish and Portuguese, with strong technical skills in relevant tools like ServiceNow and Avaya. Responsibilities include monitoring performance, coaching team members, and analyzing data to improve service quality. This is an opportunity to advance your career in a dynamic environment with a competitive salary and benefits.

Servicios

Competitive salary package

Ongoing training and development

Inclusive workplace culture

Formación

• 2–3 years of experience in a Service Desk or Call Center role.
• Strong organizational skills to manage competing priorities.
• Ability to analyze real-time data effectively.

Responsabilidades

• Supervise and manage Service Desk agents for quality support.
• Monitor performance metrics and SLAs for team efficiency.
• Analyze reports for trends and areas of improvement.
• Provide coaching to enhance team engagement and performance.
• Collaborate with stakeholders to align service delivery.

Conocimientos

Fluency in Spanish

Fluency in Portuguese

Strong customer service skills

Technical support expertise

Herramientas

ServiceNow

Avaya CMS Supervisor

AWS Connect

Microsoft Excel

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 Team Lead (Spanish and Portuguese)

About the role:

As a Service Desk Tech Leader, you will be responsible for the day‑to‑day shift supervision and management of a team of Service desk agents who handle interactions via incoming calls, chat, and portal — ensuring the delivery of high‑quality, customer‑focused technical support services. You will lead effective resource planning to maximize productivity, fill in 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.

Who you are:

You are organized, proactive, reliable, and results oriented. You must also possess strong customer service and communication skills. Fluency in Spanish and Portuguese is required and intermediate English (written).

In this role, you will

• Lead and support a team of Service Desk agents, ensuring high‑quality customer service and technical support.
• Monitor real‑time performance metrics and SLAs, taking corrective actions when needed.
• Analyze reports to identify trends, gaps and opportunities of 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.

Desired Skills & Experience:

• 2–3 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 Portuguese is required and intermediate English (written).
• 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 10x5 operations, with rotative shifts.

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.

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 than our culture make us stronger!

Join us now!

#BeCognizant #IntuitionEngineered