About The Role

As a Service Desk Team Leader, you will make an impact by leading a high-performing team responsible for delivering exceptional Digital Workplace support services across a global enterprise environment. You will oversee daily service desk operations, ensure service excellence, and act as a critical escalation point for complex incidents while promoting a culture of continuous improvement and customer satisfaction.

You will be a valued member of the Digital Workplace organization, collaborating with support teams, engineering teams, field services, vendors, and business stakeholders to ensure service continuity, operational efficiency, and a seamless end-user experience.

In This Role, You Will

• Lead the day-to-day operations of a general Service Desk team, ensuring adequate coverage, workload balancing, and effective queue management.
• Provide coaching, mentoring, and performance feedback to team members while fostering a customer-centric culture and operational excellence.
• Serve as the primary escalation point for complex, high-priority,



or service-impacting incidents and requests.
• Coordinate response efforts during service disruptions, outages, and major incidents, ensuring timely engagement of technical teams and stakeholders.
• Monitor service levels, ticket backlogs, SLA performance, and operational metrics, taking proactive action to mitigate risks and maintain service quality.
• Ensure ticket quality, documentation standards, and communication practices are consistently maintained across the team.
• Partner with Field Services, vendors, and resolver groups to drive efficient incident resolution and service restoration.
• Facilitate effective shift handovers and support a global follow-the-sun operating model.
• Promote knowledge management, self-service adoption, automation initiatives, and continuous improvement opportunities.
• Support onboarding, training, and operational readiness activities for new team members.

Work model

Hybrid

📌 Service Desk Team Leader (Buenos Aires)
🏢 Cognizant
📍 Buenos Aires