Service Desk technical lead

hace 4 días

Guadalajara Mexico Metropolitan Area Cognizant 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

About The Role
As a Service Desk Tech Leader, you will be responsible for the day-to-day shift supervision and management of a team of Service desk agents who handle Interactions via incoming calls, chat, and portal — ensuring the delivery of high-quality, customer-focused technical support services. You will lead effective resource planning to maximize productivity, fill in and analyze reports to identify performance gaps, coach the team accordingly, and monitor SLAs in real time to ensure all contractual objectives are met. This role requires a balance of leadership, technical expertise and process management.

Who You Are
You are organized, proactive, reliable, and results oriented. You must also possess strong customer service and communication skills
. Fluency in Spanish and French Canadian is required and intermediate English (written).
In this role, you will

  • 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.

Desired Skills & Experience

  • 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.

At Cognizant we believe than our culture make us stronger

Join us now

BeCognizant #IntuitionEngineered

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