Service Desk Team Lead – English & Portuguese Required

We’re looking for a driven and experienced Service Desk Team Lead who is ready to take ownership of a high-performing support team and elevate the IT experience for users across the organization.

If you’re passionate about customer service, love leading people, and thrive in fast-paced environments—this is your opportunity to shine!

What You’ll Do:

• Lead, coach, and mentor a team of IT support specialists

• Oversee incident and request management to ensure SLAs are met

• Monitor performance metrics and drive continuous improvement

• Manage escalations and provide hands-on support for complex issues

• Foster a service-oriented culture focused on excellence and accountability

What You’ll Do:

• Lead, coach, and mentor a team of IT support specialists

• Oversee incident and request management to ensure SLAs are met

• Monitor performance metrics and drive continuous improvement

• Manage escalations and provide hands-on support for complex issues

• Foster a service-oriented culture focused on excellence and accountability

What We’re Looking For:

• Languages: Fluent in English and Portuguese (B2+ minimum)

• Experience:

  • 2+ years in technical support

  • 1+ year managing Service Desk or IT support teams (5+ people)

• Strong leadership, communication, and problem-solving skills

• Customer-focused mindset and ability to adapt quickly to change

• Solid knowledge of ITIL practices and service management tools

Preferred Qualifications:

• Bachelor’s degree in IT or related field

• ITIL v4 Foundations Certification (required)

• MS365, Active Directory, CompTIA A+, or HDI certifications (nice to have)

Why Join Us?

• Work in a dynamic and collaborative environment

• Be part of a growing team where your leadership makes a real impact

• Opportunities for continuous learning and career development