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Job Summary: Coordinate and lead first- and second-level technical support teams, ensuring excellence in service delivery and process optimization, with a focus on user satisfaction and SLA compliance. Key Highlights: 1. Leadership and management of technical support teams 2. Focus on service quality and user satisfaction 3. Resource optimization and continuous process improvement Coordinate the activities of First- and Second-Level Coordinators, Supervisors, and contracts under your management to ensure prompt response to requests and resolution of user support issues. **Responsibilities and Duties** Responsibilities (higher complexity) and Tasks (lower complexity): * Monitor and enforce contractual obligations and adherence to established service levels across contracts; * Propose improvements to routines and technical procedures aimed at optimizing resources, fostering innovation, and enhancing processes; * Monitor the development and productivity of subordinates; * Evaluate, monitor, and lead teams under your responsibility, focusing on service quality and user satisfaction; * Coordinate the technical execution team responsible for services, including transmitting instructions, guidelines, and standards for executing processes and activities; * Interact with other departments and management levels to facilitate team collaboration and accelerate service delivery to customers; * Organize meetings, document procedures, and monitor the efficiency of customer support processes; * Conduct training events and campaigns for your teams to update procedures affecting customer support components; * Perform administrative oversight of teams under your management; * Ensure compliance with contractually defined Service Level Agreements (SLAs); * Evaluate technicians and other roles within your support team, providing feedback whenever necessary; * Extract data and generate reports for CGS management and monthly service level reports for clients under your management; * Perform other related duties; * Develop operational and managerial IT KPIs; * Develop training programs when required; **Requirements and Qualifications** Completed undergraduate degree in IT, Administration, or related fields ITIL Foundation V4 or higher certification ISO/IEC 20000 certification or course **Additional Information** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco Dental dental insurance; Alelo Food or Meal Allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefits; University tuition discounts; Total Pass; Internal education platform; Moodar platform (therapy platform offering special rates for employees) Great to see you visiting us virtually! Shall we get to know each other better? The Lanlink Group has spent over 35 years 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 intention of impacting lives and serving as a safe harbor for innovation. Our workplaces are built by our employees, who wear the shirt proudly and collectively create a joyful, collaborative work environment every day. We believe trust is the cornerstone of our relationships—with our people and our clients—and that it is cultivated through practices such as: hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many; we are diverse, \#weareLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PREFERRED FOR PEOPLE WITH DISABILITIES (PCD)!**
