Service Desk Lead Bilingual

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

• Escalation Customer Management

Service Desk Lead Bilingual

Location: LTM Office Frisco Texas

Employment: Type FullTime

We are seeking an experienced and customerfocused Service Desk Lead Bilingual to oversee daily service desk operations provide leadership to a team of support professionals and drive exceptional service delivery across customer support channels The successful candidate will be fluent in both English and Spanish and possess strong leadership operational and analytical skills This role is responsible for managing escalations coaching team members monitoring service performance ensuring SLA compliance and maintaining high levels of customer satisfaction The Service Desk Lead serves as a critical link between frontline support teams business stakeholders and leadership to ensure seamless support operations and continuous improvement

Key Responsibilities

• Team Leadership Employee Development
• Lead mentor and support team of service desk analysts and support representatives
• Conduct regular coaching sessions performance reviews and development discussions
• Foster a culture of accountability collaboration and customer service excellence
• Identify training needs and support onboarding of new team members
• Assist with workforce planning shift coordination and coverage management

Service Desk Operations

• Oversee daily service desk operations across phone email ticketing and chat channels
• Monitor service queues to ensure timely response and resolution of incidents and requests
• Manage incident escalation processes and ensure critical issues receive appropriate attention
• Coordinate with internal support teams and business partners to drive issue resolution
• Ensure adherence to established service management processes and operational standards
• Performance Management Reporting
• Track and analyze operational performance metrics including
• Service Level Agreements SLAs Key Performance Indicators KPIs
• Customer Satisfaction CSAT
• First Contact Resolution FCR
• Productivity and utilization
• Schedule adherence Attendance and punctuality
• Quality assurance results
• Backlog management
• Prepare and deliver daily weekly and monthly operational reports
• Identify performance trends and implement corrective action plans when needed
• Recommend operational improvements based on datadriven insights
• Escalation Customer Management
• Act as the primary escalation point for complex customer and business issues
• Ensure prompt and professional communication with customers and stakeholders
• Drive highpriority incidents through resolution while maintaining stakeholder confidence
• Support continuous improvement initiatives focused on enhancing the customer experience
• Partner with business leaders to resolve recurring operational challenges

Process Improvement

• Identify workflow inefficiencies and recommend process improvements
• Support implementation of new tools technologies and operational best practices
• Maintain knowledge base documentation and operational procedures
• Participate in strategic initiatives aimed at increasing service desk efficiency and effectiveness

Required Qualifications

• Minimum 5 years of service desk customer support 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 IT Service Management ITSM platforms such as ServiceNow or similar tools
• Strong understanding of incident management escalation management and SLA governance
• Experience creating and presenting operational performance reports
• Excellent communication leadership coaching and problemsolving skills

Preferred Qualifications

• ITIL Foundation certification or equivalent service management certification
• Experience supporting enterprise customers or contact center operations
• Knowledge of workforce management and quality assurance methodologies
• Experience utilizing reporting tools such as Power BI Excel or operational dashboards
• Experience managing service desk teams

Key Competencies

• Service Desk Leadership
• Customer Experience Management Communication Stakeholder Engagement
• Escalation Management Process Improvement
• Team Coaching Development
• Operational Reporting Analytics
• SLA KPI Management
• CrossFunctional Collaboration
• Workforce Management
• What Success Looks Like
• The successful Service Desk Lead will consistently
• Meet or exceed established service level targets
• Maintain high customer satisfaction scores
• Develop and coach highperforming team members
• Reduce escalations through proactive issue management
• Improve operational efficiency through datadriven decision making
• Build trusted partnerships with customers stakeholders and support teams
• Drive a culture of accountability continuous improvement and service excellence

Other Details

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits And Perks

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.