Role: IT Support / Service Desk - German/French
Location: Brazil
Skills: Experience with attending calls, Service NOW, Service Desk in general.
Job Summary
The Service Desk Team Lead is responsible for managing day-to-day service desk operations, ensuring optimal team performance, and delivering high-quality support services in line with agreed Service Level Agreements (SLAs) and Statements of Work (SOW). The role requires strong leadership, operational excellence, and a proactive approach to improving customer experience and service delivery.
Key Responsibilities
Operational Management
* Ensure adequate staffing levels throughout operational hours by managing shift patterns, leave schedules, and long-term absences.
* Plan, control, and monitor team activities to ensure performance targets and service standards are consistently achieved.
* Monitor service desk KPIs and SLAs, reviewing performance metrics and implementing corrective actions where necessary.
* Assist Service Desk Analysts during peak call volumes or when advanced technical expertise is required.
* Own and drive quality performance of service delivery.
* Be flexible to work in a 24/7 operational environment.
Reporting & Governance
* Produce daily, weekly, and monthly statistics and management reports.
* Monitor adherence to defined processes through call and ticket quality audits.
* Create, update, and moderate process documentation to ensure alignment with business requirements.
* Represent the Service Desk in internal and client meetings.
Leadership & Team Development
* Lead, mentor, and develop team members to enhance performance and effectiveness.
* Conduct training sessions and promote business awareness within the team.
* Serve as a strong second-line escalation point.
* Foster a culture of accountability, ownership, and continuous improvement.
Service Improvement & Client Management
* Play an active role in service desk-related change management processes.
* Define and review service targets and service levels as per SOW and business needs.
* Identify areas for operational improvement and provide strategic process enhancement inputs.
* Maintain strong relationships with senior management and clients.
* Ensure customer experience is continuously enhanced and client expectations are consistently met.
Qualifications - Essential
* Minimum Qualification: Graduate (Bachelor’s Degree).
* Experience: Relevant Service Desk / IT Support experience.
* Strong command of spoken and written English.
Desirable
* ITIL Service Operations certification or knowledge.
Skills & Competencies
* Excellent domain knowledge in Service Desk operations.
* Strong leadership and team management skills.
* Strategic thinking with analytical and problem-solving capabilities.
* Operational excellence mindset with a focus on quality.
* Strong understanding of SLA/KPI management.
* Excellent verbal and written communication skills.
* Ability to manage stakeholder expectations and client relationships.
Strong decision-making and conflict-resolution skills.
Thanks,