About The Role

As a Service Desk Team Leader (trilingual), 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, 11:00 AM to 20:00 PM or 10:00 AM to 19:00 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 (Buenos Aires)
🏢 Cognizant
📍 Buenos Aires