Service Desk Team Leader

Lenovo
Lenovo

são paulo, state of são paulo, brazil

Posted on Aug 6, 2026

General Information

Req #
WD00100431
Career area:
Information Technology
Country/Region:
Brazil
State:
São Paulo
City:
Sao Paulo
Date:
Tuesday, August 4, 2026
Working time:
Full-time
Additional Locations:
* Brazil - São Paulo - São Paulo
* Brazil - São Paulo - Sao Paulo

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Role Summary
Lead a team of Service Desk Analysts responsible for delivering high-quality IT support and incident management. Ensure SLA achievement, operational excellence, customer satisfaction, and continuous team development while serving as a key liaison between the Service Desk, customers, and Service Delivery Management.
Key Responsibilities
  • Lead, coach, and manage a team of Service Desk Analysts delivering first-line IT support.
  • Monitor inbound support channels (phone, email, and chat) and allocate resources to ensure SLA compliance.
  • Oversee incident and request queues, ensuring timely triage, escalation, and resolution.
  • Monitor team performance, collect operational metrics, and prepare reports for customer reviews.
  • Act as the primary escalation point for customer satisfaction issues within the Service Desk team.
  • Own and maintain the team's knowledge base, ensuring content is accurate, organized, and up to date.
  • Participate in regular customer meetings to review service performance and improvement opportunities.
  • Partner with the Service Delivery Manager on hiring, onboarding, performance management, and employee development.
  • Develop and execute training plans to maintain technical skills, certifications, and service quality.
  • Manage resource planning, scheduling, absenteeism, and workforce forecasting to ensure operational coverage.
Key Skills & Competencies
  • Strong leadership, coaching, and people management skills.
  • Excellent verbal and written communication skills, with the ability to engage stakeholders from technical teams through senior leadership and CIO-level executives.
  • Proven customer service and relationship management capabilities.
  • Experience working with ITSM platforms, preferably ServiceNow.
  • Solid understanding of ITIL/ITSM methodologies, incident management, and service delivery best practices.
  • Strong analytical and organizational skills, with the ability to manage competing priorities in a fast-paced environment.
  • Experience preparing operational reports and analyzing service performance metrics.
  • Professional fluency in English.
Qualifications & Experience
Experience
  • Minimum of 5 years of experience in an internal or outsourced IT Service Desk environment, including experience as a Team Lead or Manager.
  • Proven experience managing Service Desk operations, meeting SLAs, and leading customer-facing support teams.
  • Experience with workforce planning, performance management, and team development.
Education
  • Diploma or Bachelor's degree in Information Technology, Business, or a related field.
Preferred Certifications
  • ITIL Foundation (required).
  • Technical certifications such as Microsoft Certified or CompTIA A+.
  • Help Desk Institute (HDI) certifications (e.g., HDI Desktop Advanced Support Technician or HDI Support Center Analyst) are desirable.

Additional Locations:
* Brazil - São Paulo - São Paulo
* Brazil - São Paulo - Sao Paulo
* Brazil
* Brazil - São Paulo
* Brazil - São Paulo - São Paulo , * Brazil - São Paulo - Sao Paulo
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