Service Desk Team Lead

hace 5 días

Guadalajara, Jalisco, México Cognizant Technology Solutions A tiempo completo

We're hiring

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as Service Desk Team Lead (Spanish and French Canadian is required and intermediate English )

Key Responsibilities

  • Lead and support a team of Service Desk agents, ensuring high-quality customer service and technical support.
  • Monitor real-time performance metrics and SLAs, taking corrective actions when needed.
  • Analyze reports to identify trends, gaps and opportunities of 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.

Required Qualifications

  • 2–3 years of work experience as a Service Desk or Call Center Tech lead, SME or supervisor.
  • Proficiency in Service Desk/Contact Center tools (ServiceNow, Avaya CMS Supervisor, AWS Connect, etc.).
  • Proficiency in Microsoft Office (intermediate knowledge of MS Excel is required).
  • Excellent communication skills in Spanish and French Canadian is required and intermediate English (written).
  • Strong organizational abilities; comfortable managing multiple competing priorities.
  • Ability to monitor and analyze real-time data.
  • Adaptable to rapidly changing environments.
  • Goal- and results-driven mindset.
  • Work in an environment of 10x5 operations, with rotative shifts.

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

Igualdad de Empleo y Política de Acción Afirmativa:

Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.

At Cognizant we believe than our culture make us stronger

Join us now

BeCognizant #IntuitionEngineered

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