Service Desk Team Leader (trilingual)

About the role

As a Service Desk Team Leader with advanced proficiency in Spanish, Portuguese and English, you will lead a group of technical support analysts delivering first‑level support to users across Latin America. You will be part of the IT Infrastructure team, collaborating with service delivery managers, clients and cross‑functional partners to ensure service excellence.

Key responsibilities

• Lead, coach and develop Service Desk Analysts to achieve high performance and engagement.
• Monitor and drive operational metrics such as SLA, KPI, CSAT, productivity and quality.
• Manage workforce planning, resource allocation and coverage to meet business needs.
• Handle escalations and critical incidents, ensuring timely resolution and clear communication with stakeholders.
• Drive continuous‑improvement initiatives, operational efficiencies and adherence to ITIL processes and corporate policies.

Required profile

• 2+ years of experience leading Service Desk, Help Desk or Technical Support teams.
• Proven ability to manage operational metrics, service performance and SLA/KPI compliance.
• Advanced written and verbal proficiency in Spanish, Portuguese and English.
• Strong stakeholder management and client‑facing communication skills.
• Experience preparing operational reports and executive presentations.

Required skills

• Experience with ticketing systems and remote support tools.
• Knowledge of ITIL‑based service management processes.