Technical Lead For Service Desk

Job Summary
The Service Desk Analyst is the first point of contact for Project end users, delivering end-to-end incident and service request resolution across hardware, software, connectivity, and application issues. This role owns tickets from creation through full resolution and contributes to a high-XLA, GenAI-enabled support experience.
Key Responsibilities
•    Troubleshoot and resolve hardware and software issues, including connectivity problems (Wi-Fi, VPN, email).
•    Answer user questions on how to use systems/applications and provide guidance on best practices and security.
•    Log, categorize, and track all reported incidents and service requests in ServiceNow through to closure.
•    Own tickets end-to-end, ensuring the issue is fully resolved before closing rather than handing off prematurely.
•    Deliver omnichannel support (chat, self-service portal, voice) and leverage GenAI-powered virtual agents and agentic AI tools to accelerate resolution.
•    Support real-time sentiment tracking and Experience Level Agreement (XLA) metrics; escalate at-risk interactions.
•    Provide expedited, white-glove support for VIP users and escalation scenarios.
•    Flex staffing coverage to support seasonal/project-based demand (e.g., Brazil harvest, year-end close).
•    Contribute to and consume the knowledge management/self-help library to improve First Contact Resolution (FCR).
•    Support business continuity and disaster recovery protocols for the Service Desk function.
Required Qualifications & Skills
•    1-3 years in a global IT service desk or technical support role.
•    Working knowledge of Windows/M365 endpoint troubleshooting, network basics (Wi-Fi/VPN), and account/email issues.
•    Strong customer service, written and verbal communication skills; multilingual ability is a plus.
•    Comfortable working in a ticketing system (ServiceNow preferred) and following ITIL-aligned incident processes.
•    Ability to work rotating shifts/on-call as required to support 24/7 global coverage.
•    Adaptability to new AI-assisted support tooling (virtual agents, agentic AI copilots).
Tools & Technologies
ServiceNow  •  Microsoft 365  •  GenAI virtual agent / agentic AI platforms  •  Voice/telephony support tools  •  Knowledge management portal