Bilingual Service Desk Lead — Leadership & Escalations

LTM; Frisco (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical plan

Disability coverage

401(k) plan

Life Insurance

Vacation and holidays

Parental leave

Job summary

LTIMindtree in Frisco, Texas is seeking a Service Desk Lead Bilingual to oversee daily operations, guide a team of support professionals, and drive exceptional service delivery across phone, email, chat, and ticketing channels.

The role requires fluency in English and Spanish, strong leadership, operational and analytical skills, and a focus on escalations, coaching, SLA governance, CSAT, and continuous improvement across the service desk.

Qualifications

• Minimum 5 years of service desk or IT support experience.
• Minimum 3 years of leadership, supervisory, or team lead experience.
• Bilingual proficiency in English and Spanish, written and verbal.
• Experience with ITSM platforms such as ServiceNow.
• Strong understanding of incident management, escalation, and SLA governance.
• Experience creating and presenting operational performance reports.
• Excellent communication, leadership, coaching and problem-solving skills.

Responsibilities

• Lead, mentor and support a team of service desk analysts and support representatives.
• Oversee daily service desk operations across phone, email, ticketing and chat channels.
• Monitor queues, ensure timely response and resolution of incidents and requests.
• Manage escalation processes and ensure critical issues receive attention.
• Coordinate with internal teams and partners to drive issue resolution.
• Prepare and deliver daily, weekly and monthly operational reports.
• Drive continuous process improvement based on data-driven insights.

Skills

Bilingual English/Spanish

Leadership

IT Service Management

SLA governance

Performance reporting

Coaching

Customer focus

Education

ITIL Foundation

Tools

ServiceNow

Power BI

Excel

Job description

LTIMindtree in Frisco, Texas is seeking a Service Desk Lead Bilingual to oversee daily operations, guide a team of support professionals, and drive exceptional service delivery across phone, email, chat, and ticketing channels.

The role requires fluency in English and Spanish, strong leadership, operational and analytical skills, and a focus on escalations, coaching, SLA governance, CSAT, and continuous improvement across the service desk.