Description: We are looking for a Technical Manager / Helpdesk Manager to lead the internal and external support team, ensuring service quality, SLA compliance, request organization, and handling more complex technical support issues. This professional will act as a bridge between technicians and management, promoting efficient processes, onboarding of new team members, and excellence in customer relationships. Responsibilities and duties * Bachelor's degree in Information Technology, Information Systems, Business Administration, or related fields. * Previous experience in technical support or helpdesk. * Experience in team leadership. * Knowledge of SLA, KPI, and report management. * Experience with ticket management tools (e.g.: Movidesk, Zendesk, GLPI, OTRS, Freshdesk). * Strong verbal and written communication skills. * Ability to organize, manage time, and focus on results. Requirements and qualifications * Bachelor's degree in Information Technology, Information Systems, Business Administration, or related fields. * Previous experience in technical support or helpdesk. * Experience in team leadership. * Knowledge of SLA, KPI, and report management. * Experience with ticket management tools (e.g.: Movidesk, Zendesk, GLPI, OTRS, Freshdesk). * Strong verbal and written communication skills. * Ability to organize, manage time, and focus on results. 2510260202221713321