Service Desk Team Leader

About The RoleAs a Service Desk Team Leader, you will be responsible for managing a team of operators who handle help desk requests via incoming calls, chat, and email. You will conduct effective resource planning to maximize productivity, design and analyze reports to identify performance gaps, coach the team accordingly, and monitor SLAs in real time to ensure all contractual objectives are met.In This Role, You WillLead and support a team of Service Desk agents, ensuring high-quality customer service and technical support.Plan and allocate resources effectively to meet operational demands.Monitor real-time performance metrics and SLAs, taking corrective actions when needed.Analyze reports to identify trends, gaps, and opportunities for improvement.Provide coaching and feedback to team members to enhance performance and engagement.Collaborate with internal stakeholders to ensure alignment with client expectations and service delivery goals.Work modelWe 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 3 days a week in a client or Cognizant office in Buenos Aires, Argentina. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.What You Need To Have To Be Considered2–3 years of experience as a Service Desk or Call Center team lead/supervisor.Proficiency in CRMs and Service Desk/Contact Center tools (e.g., ServiceNow, Avaya CMS Supervisor, NICE).Intermediate knowledge of Microsoft Excel and proficiency in Microsoft Office Suite.Excellent communication skills in both Spanish and English.Strong organizational abilities and comfort managing multiple competing priorities.Ability to monitor and analyze real-time data.Adaptability to rapidly changing environments.Goal- and results-driven mindset.These Will Help You Stand OutFluency in Portuguese as a third language.Experience in coaching and developing high-performing teams.Strong analytical skills and attention to detail.Familiarity with SLA management and performance dashboards.A proactive and empathetic leadership style focused on continuous improvement.BenefitsA 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.Cognizant siempre está buscando talento. Continuamente buscamos candidatos que colmen las expectativas del negocio.Este aviso laboral representa un potencial trabajo futuro dentro de nuestra compañía. Si bien la posición no está abierta actualmente, queremos darte la oportunidad de expresar tu interés en futuras oportunidades. Si estas vacantes se activan, te contactaremos y en ese momento podrás definir si te interesa o no participar del proceso de selección.Gracias por tu interés!