Service Desk Lead Bilingual

About the Role

We are seeking an experienced and customer‑focused Service Desk Lead (Bilingual) to oversee daily service desk operations, provide leadership to a team of support professionals, and drive exceptional service delivery across phone, email, ticketing, and chat channels. The successful candidate will be fluent in both English and Spanish and possess strong leadership, operational, and analytical skills. This role manages escalations, coaches team members, monitors service performance, ensures SLA compliance, and maintains high levels of customer satisfaction.

Responsibilities

• Team Leadership & Employee Development
  • Lead, mentor, and support a team of service desk analysts and support representatives.
  • Conduct regular coaching sessions, performance reviews, and development discussions.
  • Foster a culture of accountability, collaboration, and customer‑service excellence.
  • Identify training needs and support onboarding of new team members.
  • Assist with workforce planning, shift coordination, and coverage management.
• Service Desk Operations
  • Oversee daily service desk operations across phone, email, ticketing, and chat channels.
  • Monitor service queues to ensure timely response and resolution of incidents and requests.
  • Manage incident escalation processes and ensure critical issues receive appropriate attention.
  • Coordinate with internal support teams and business partners to drive issue resolution.
  • Ensure adherence to established service‑management processes and operational standards.
• Performance Management & Reporting
  • Track and analyze operational performance metrics, including SLAs, KPIs, CSAT, FCR, productivity, schedule adherence, attendance, and quality‑assurance results.
  • Prepare and deliver daily, weekly, and monthly operational reports.
  • Identify performance trends and implement corrective‑action plans.
  • Recommend operational improvements based on data‑driven insights.
• Escalation & Customer Management
  • Act as the primary escalation point for complex customer and business issues.
  • Ensure prompt, professional communication with customers and stakeholders.
  • Drive high‑priority incidents through resolution while maintaining stakeholder confidence.
  • Support continuous‑improvement initiatives focused on enhancing the customer experience.
  • Partner with business leaders to resolve recurring operational challenges.
• Process Improvement
  • Identify workflow inefficiencies and recommend process improvements.
  • Support implementation of new tools, technologies, and operational best practices.
  • Maintain knowledge‑base documentation and operational procedures.
  • Participate in strategic initiatives aimed at increasing service‑desk efficiency and effectiveness.

Required Qualifications

• Minimum 5 years of service‑desk, customer‑support, or IT‑support experience.
• Minimum 3 years of leadership, supervisory, or team‑lead experience.
• Bilingual proficiency in English and Spanish (written and verbal).
• Experience with IT Service Management (ITSM) platforms such as ServiceNow or similar tools.
• Strong understanding of incident management, escalation management, and SLA governance.
• Experience creating and presenting operational performance reports.
• Excellent communication, leadership, coaching, and problem‑solving skills.

Preferred Qualifications

• ITIL Foundation certification or equivalent service‑management certification.
• Experience supporting enterprise customers or contact‑center operations.
• Knowledge of workforce‑management and quality‑assurance methodologies.
• Experience utilizing reporting tools such as Power BI, Excel, or operational dashboards.
• Experience managing service‑desk teams.

Key Competencies

• Service Desk Leadership
• Customer Experience Management
• Communication & Stakeholder Engagement
• Escalation Management
• Process Improvement
• Team Coaching & Development
• Operational Reporting & Analytics
• SLA & KPI Management
• Cross‑Functional Collaboration
• Workforce Management

What Success Looks Like

• Consistently meet or exceed established service‑level targets.
• Maintain high customer‑satisfaction scores.
• Develop and coach high‑performing team members.
• Reduce escalations through proactive issue management.
• Improve operational efficiency through data‑driven decision making.
• Build trusted partnerships with customers, stakeholders, and support teams.
• Drive a culture of accountability, continuous improvement, and service excellence.

Benefits

• Comprehensive medical plan covering medical, dental, and vision.
• Short‑term and long‑term disability coverage.
• 401(k) plan with company match.
• Life insurance.
• Vacation time, sick leave, and paid holidays.
• Paid paternity and maternity leave.