Service Desk Team Leader

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