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Field Services Team Leader

Lenovo

São Paulo, State of São Paulo, Brazil Full-time June 11, 2026
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Opportunity Description

Description and Requirements


Role Overview

The Field Services Team Leader is responsible for managing a team of Field Services Analysts who deliver IT incident resolution and service request support for Lenovo customers.

This role is accountable for overall team performance, ensuring service-level agreements (SLAs) are met, and driving an exceptional customer experience—especially for VIP and business-critical users.

Key Responsibilities

  • Lead and supervise a Field Services team supporting VIP users and business-critical environments
  • Monitor escalation queues and allocate resources to ensure incidents and requests are handled within SLA targets
  • Track and analyze performance metrics and prepare reports for internal and customer reviews
  • Act as an escalation point for customer satisfaction and service delivery issues
  • Support knowledge management in partners...
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