About The Role
As a Senior Service Desk Team Leader, you will make an impact by leading and coordinating multiple Service Desk teams to deliver consistent, high‑quality support across multiple channels, including phone, chat, and email. You will be a valued member of the IT Operations team and work closely with leadership and cross‑functional partners to improve service performance, enhance customer experience, and align support operations with business goals.
In This Role, You Will
* Supervise and support Tech Leaders, Shift Leaders, and their respective support teams
* Monitor and analyze KPIs and SLA metrics to identify trends, risks, and improvement opportunities
* Lead initiatives to enhance customer experience and operational efficiency
* Act as an escalation point for complex, high‑impact, or critical incidents
* Develop training plans, coaching strategies, and career paths for team members
* Drive performance management and continuous improvement initiatives
* Coordinate with local and global management teams to ensure seamless service delivery
* Support change management efforts and help teams adapt to evolving processes and tools
* Promote a culture of accountability, collaboration, and service excellence
Work model
We strive to provide flexibility wherever possible. Based on this role’s business requirements, this position may follow a hybrid work model. Working arrangements may change depending on business needs, and we will always be clear about role expectations.
What You Must Have To Be Considered
* Ample experience in Service Desk or Contact Center leadership roles
* Strong analytical and decision‑making skills, with experience managing KPIs and SLAs
* Hands‑on experience with service management and contact center tools such as ServiceNow, Avaya, NICE, or similar platforms
* Proven ability to lead teams, manage change, and drive performance improvements
* Experience presenting operational status and performance to internal or external stakeholders
* Excellent communication skills in English and Spanish
These will help you stand out
* Portuguese language skills
* Experience leading cross‑functional or multi‑site support teams
* Exposure to global service delivery models
* Background in continuous improvement or service transformation initiatives
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 strengths to this role.
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