Boston Scientific Service Desk Operations & Transformation Lead 

El Salvador, La Libertad, Lourdes 

918184311

Costa Rica-Heredia

Hybrid Roles:

About the role:

Leads the operations of the global IT service desk while managing the strategic transformation of services through the adoption of AI and automation technologies. This role ensures effective day-to-day service delivery, drives continuous improvement, and fosters a culture of innovation aligned with enterprise IT goals.

Responsibilities:

• Lead and coach service desk agents, fostering teamwork, professional growth, and a strong service culture.
• Ensure high-quality support by monitoring performance, meeting SLAs, and improving customer satisfaction.
• Coordinate the introduction of AI tools, ensuring smooth integration with traditional operations.
• Manage operations with a project management approach: plan, track progress, mitigate risks, and communicate with stakeholders.
• Drive change management efforts, ensuring agents are supported, trained, and engaged during the transformation.
• Serve as a key contact for IT leadership and business partners, providing updates on progress and opportunities.

Minimum Requirements

• Bachelor’s degree in computer science or related field.
• 5+ years in Service Desk leadership or IT support management.
• Strong leadership, coaching, and communication skills.
• Experience with ITIL practices, service desk tools (e.g., ServiceNow), and KPI/SLA management.
• Familiarity with AI, automation, or digital transformation is a plus.
• English advanced (B2+)