Service Desk Team Lead

hace 1 semana

Buenos Aires, Argentina Cognizant A tiempo completo

**Service Desk Team Lead (**Bilingual Spanish-Portuguese)**

**About the role**:
**In this role, you will**:

- Lead and coach a team of Service Desk agents to meet performance and SLA targets.
- Monitor real-time data and ensure adherence to service level agreements.
- Analyze reports to identify performance gaps and implement action plans.
- Provide feedback and conduct regular coaching sessions to drive continuous improvement.
- Coordinate hybrid work schedules with other Team Leads to ensure coverage.

**Work model**:
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a **hybrid position requiring 2 days per week onsite** in our **Tucumán office** and 3 days remote.

**What you need to have to be considered**

- 2+ years of experience leading teams in Service Desk or Call Center environments.
- Advanced English proficiency; fluent Spanish and Portuguese.
- Strong organizational skills and ability to manage multiple priorities.
- Proficiency in Microsoft Office (Excel intermediate level required).
- Experience with Service Desk tools (e.g., ServiceNow, Avaya CMS Supervisor, NICE).

**These will help you stand out**:

- Strong analytical skills for data interpretation and reporting.
- Ability to adapt quickly in a dynamic environment.
- Goal-oriented mindset with proven success in driving team performance.
- Familiarity with CRM systems and contact center technologies.

**Schedule**: Monday to Friday, 11:00 AM - 8:00 PM (initial training for two weeks from 9:00 AM - 6:00 PM).
**Start date**: Immediate availability.

** Benefits**:

- A career in one of the largest and fastest growing IT services providers worldwide.
- Ongoing support and funding with training and development plans.
- Opportunity to work for leading global companies.
- Our work environment is diverse, collaborative and inclusive. We create conditions for everyone to thrive.
- A highly competitive salary and great benefits, such as OSDE for you and your primary family group, annual bonus and many other benefits that we are going to share during the selection process

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

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