Service Desk Team Leader
About the role
As a Service Desk Team Leader, with advanced proficiency in Spanish, Portuguese, and English, both written and verbal.you will make an impact by leading a team of technical support analysts who provide first-level support to users across Latin America, ensuring service excellence and achievement of operational objectives. You will be a valued member of the IT Infrastructure team and work collaboratively with service delivery managers, clients, stakeholders, and cross-functional teams.
In this role, you will:
- Lead, coach, and develop a team of Service Desk Analysts to ensure high performance and engagement.
- Monitor and drive operational metrics, including SLA, KPI, CSAT, productivity, and quality targets.
- Manage workforce planning, resource allocation, and operational coverage to support business needs.
- Handle escalations and critical incidents, ensuring timely resolution and effective communication with stakeholders.
- Drive continuous improvement initiatives, operational efficiencies, and adherence to ITIL processes and corporate policies.





Work model
Location: Buenos Aires (CABA), Argentina
Work Schedule: Monday to Friday, 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM
Work Model: Hybrid (2 days onsite / 3 days remote)
What you need to have to be considered
- 2+ years of experience leading Service Desk, Help Desk, or Technical Support teams.
- Experience managing operational metrics, service performance, and SLA/KPI compliance.
- Advanced proficiency in Spanish, Portuguese, and English, both written and verbal.
- Experience working with ticketing systems and remote support tools.
- Strong stakeholder management and client-facing communication skills.
- Experience preparing operational reports and executive presentations.
- Knowledge of ITIL-based service management processes.

These will help you stand out
- ITIL Foundation certification or similar service management credentials.
- Experience supporting multilingual servic

📌 Service Desk Team Leader (Argentina)
🏢 Cognizant
📍 Argentina