Service Desk Lead Bilingual

• Escalation Customer Management

Location: LTM Office Frisco Texas

Employment: Type Full Time

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 customer support channels The successful candidate will be fluent in both English and Spanish and possess strong leadership operational and analytical skills This role is responsible for managing escalations coaching team members monitoring service performance ensuring SLA compliance and maintaining high levels of customer satisfaction The Service Desk Lead serves as a critical link between frontline support teams business stakeholders and leadership to ensure seamless support operations and continuous improvement

• Team Leadership Employee Development
• Lead mentor and support 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

• 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
• Service Level Agreements SLAs Key Performance Indicators KPIs
• Customer Satisfaction CSAT
• First Contact Resolution FCR
• Productivity and utilization
• Schedule adherence Attendance and punctuality
• Quality assurance results
• Backlog management
• Prepare and deliver daily weekly and monthly operational reports
• Identify performance trends and implement corrective action plans when needed
• 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 and 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

• 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

• 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 Service Now 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

• 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

• 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
• The successful Service Desk Lead will 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…