Service Desk Team Leader (Trilingual)

About the role

A Service Desk Team Leader (trilingual) leads a team of technical support analysts providing first-level support to users across Latin America. The role sits within the IT Infrastructure team and works with service delivery managers, clients, stakeholders and cross-functional teams. The position is based in Buenos Aires (CABA) with a hybrid schedule of 2 days onsite and 3 days remote.

Key responsibilities

• Lead, coach and develop a team of Service Desk Analysts to ensure high performance and engagement.
• Monitor and drive operational metrics such as SLA, KPI, CSAT, productivity and quality targets.
• Manage workforce planning, resource allocation and operational coverage to support business needs.
• Handle escalations and critical incidents, resolving them promptly and communicating effectively with stakeholders.
• Drive continuous improvement and adherence to ITIL processes and corporate policies.

Required profile

• 2+ years of experience leading Service Desk, Help Desk or Technical Support teams.
• Experience managing operational metrics, service performance and SLA/KPI compliance.
• Advanced written and verbal proficiency in Spanish, Portuguese and English.
• Experience with ticketing systems and remote support tools.
• Strong stakeholder management and client-facing communication skills.
• Experience preparing operational reports and executive presentations.

Required skills

• Knowledge of ITIL-based service management processes.
• ITIL Foundation certification or similar service management credentials (helps stand out).
• Experience supporting multilingual service desk operations across Latin America.
• Coaching, mentoring and talent development skills.
• Experience in recruitment, onboarding and training, and in identifying process improvements.