Technical Lead role in a general service desk environment responsible for guiding incident resolution optimizing support processes and ensuring high availability of end user services. The role involves hands on technical oversight mentoring of support analysts and close collaboration with stakeholders in a hybrid work model for day shift operations.
Responsibilities
Lead day to day service desk operations by supervising ticket intake triage and resolution activities to ensure consistent adherence to agreed service levels and rapid restoration of business services.
Coordinate complex incident handling by guiding service desk analysts through detailed troubleshooting steps and ensuring accurate documentation of technical findings for future reference.
Oversee problem management activities by identifying recurring issues driving root cause analysis and recommending sustainable improvements that reduce incident volume and enhance user satisfaction.
Provide technical direction to the team by reviewing solution approaches validating configuration changes and ensuring that standard operating procedures are followed consistently across all support interactions.
Collaborate with cross functional technology teams by sharing service desk insights on system performance and user pain points to inform application enhancements and infrastructure stability initiatives.
Manage service desk knowledge assets by curating articles updating resolution scripts and promoting reuse of proven fixes to shorten resolution time and improve quality of support.
Monitor operational metrics such as ticket backlog response time and first contact resolution rate to identify trends and initiate targeted actions that improve overall support efficiency.
Guide continuous improvement efforts by evaluating current support workflows proposing automation opportunities and implementing refined processes that increase productivity without compromising user experience.
Support stakeholder communic
📌 Service Desk Agent Portuguese (Ciudad de México)
🏢 Cognizant
📍 Ciudad de México
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