Job Summary: Responsible for managing the technical team and maintaining agreed service levels, supervising support activities and ensuring team alignment. Key Highlights: 1. Technical team management and service level maintenance 2. N2 support supervision and team guidance 3. Continuous improvement of service workflows and processes **Job Mission:** Responsible for managing the technical team and maintaining agreed service levels. **Responsibilities and Duties** **Responsibilities (higher complexity) and Tasks (lower complexity):** * Supervise N2 support activities at the client’s headquarters and branches; * Guide the technical team on doubts arising during service delivery and incident ticket creation; * Deliver feedback and conduct 1:1 meetings with direct reports; * Develop periodic visit plans for support technicians; * Ensure alignment between the company’s team and the client’s IT team; * Identify and resolve recurring incidents; * Promote knowledge sharing among teams through knowledge documents and periodic schedules; * Manage team personnel, controlling working hours, absences, on-call schedules, and overtime; * Continuously assess the need for team training and refresher courses; * Support the Service Desk’s technical leader in N1-related requests; * Administer teams by delegating tasks and responsibilities; * Provide administrative support to N3 teams regarding ASO, timekeeping, and related matters; * Prepare and evaluate team performance reports; * Work on continuous improvement of service workflows and processes. **Requirements and Qualifications** **Mandatory Requirements** Completed undergraduate degree in IT or any field plus a postgraduate degree in IT or HDI Support Center Team Leader training. **Desirable Certifications** ITIL Foundation HDI SCTL **Professional Experience** Experience as a manager of IT technical teams **Additional Information** **Benefits**: Hapvida, Bradesco Saúde or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco dental insurance; Alelo meal or food allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit; University tuition benefits; Totalpass; Internal education platform; Welcome-to-the-world Baby Kit; Moodar platform (therapy platform offering special rates for Lanlink employees). Great to have you visiting us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a safe harbor for innovation. Our workplaces are built by our employees, who wear the shirt proudly and create, day after day, a joyful and collaborative work environment. We believe trust is the cornerstone of our relationship with our people and our clients—a trust cultivated through practices such as hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many; we are diverse; \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PRIORITY FOR PWDs!**