Role- Team LeadLocation: Sao Paulo, BrazilSalary: BRL 4300/monthKey ResponsibilitiesEnsure staffing levels are maintained during operational hours, adjusting shift patterns, holidays, and extended absencesPlan, control, and monitor team activities to optimize performance and ensure goals and standards are metTrack performance targets to ensure compliance and regularly review goalsGenerate reports and management statisticsRepresent the service desk in meetingsTake responsibility for team training and business awarenessCommunicate and build relationships with senior managementPlay an active role in the change management process related to the Service DeskSupport analysts and frontline staff during call volume peaks or when additional expertise is neededCreate, moderate, and monitor process documentation, ensuring adherence through call and ticket auditsProactively define goals and service levels in line with the Statement of Work (SOW) and business requirementsIdentify areas for improvementEssentialMinimum: Postgraduate degree; 2–5 years of experience; fluent in EnglishDesirableITIL service operations knowledge Skills & ExpertiseStrong domain knowledge is a mustMaturity and experience to manage team members and act as a strong second lineAnalytical ability to provide strategic input for process improvement (operational excellence)Ownership of service quality performanceWillingness to work 24/7Lead, guide, and develop team members for successFocus on enhancing customer experience and overall service deliveryMeet customer expectations and process metricsExcellent verbal and written communication skillsTech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ada_accomodations@techmahindra.com.