Team Lead - End User Services Americas

Purpose of the Position

The Team Lead End User Services Americas is responsible for leading the regional End User Services team and ensuring high-quality Service Desk and Field Service operations. The role focuses on people leadership, service excellence, operational performance of the current team, and continuous improvement in supporting the global End User Services roadmap.

Responsibilities

(Please describe the main responsibilities of the position: what you do, through what means, and why you do it.)

1. Lead, coach, develop, and manage the regional End User Services team.

1. Foster a high-performance culture focused on teamwork, accountability, and customer satisfaction.

1. Ensure efficient Service Desk and Field Service operations and achievement of agreed SLA/KPI targets.

1. Act as the primary escalation point for operational service issues.

1. Drive continuous service improvement and identify optimization opportunities, especially around automation

1. Lead, coach, develop, and manage the regional End User Services team.

1. Foster a high-performance culture focused on teamwork, accountability, and customer satisfaction.

Knowledge & Skills

Type

Describe

Mandatory / Desirable

Language

English C1

☒ / ☐

Language

Portuguese

☐ / ☒

skills

Intermediate - Advanced

☐ / ☐

Programs

• Several years of experience in IT Support, Service Desk, or End User Services environments
• Proven leadership experience in managing operational support teams
• Strong knowledge of Incident Management and IT Service Management processes
• Experience with ITSM tools, ideally ServiceNow
• Experience with SLA/KPI management and service reporting
• Strong communication and stakeholder management skills