Role: IT Support / Service Desk - German Location: Brazil Skills: Experience with attending calls, Service NOW, Service Desk in general. Job Summary The Service Desk Team Lead is responsible for managing day-to-day service desk operations, ensuring optimal team performance, and delivering high-quality support services in line with agreed Service Level Agreements (SLAs) and Statements of Work (SOW). The role requires strong leadership, operational excellence, and a proactive approach to improving customer experience and service delivery. Key Responsibilities Operational Management Ensure adequate staffing levels throughout operational hours by managing shift patterns, leave schedules, and long-term absences. Plan, control, and monitor team activities to ensure performance targets and service standards are consistently achieved. Monitor service desk KPIs and SLAs, reviewing performance metrics and implementing corrective actions where necessary. Assist Service Desk Analysts during peak c...