Job Summary: We are seeking a strategic and excellence-driven leader to lead our Technical Support operation, driving innovation and automation to elevate the customer experience. Key Highlights: 1. Strategic leadership in Customer Technical Support 2. Focus on innovation, automation, and process improvement with AI 3. Team management and professional development If you possess **leadership qualities**, **strategic vision**, and **a passion for service excellence**, this opportunity is for you! We seek a leader to oversee our **external Customer Technical Support operations**, ensuring **operational efficiency**, **service excellence**, **SLA compliance**, **team high performance**, and **continuous area evolution**. We seek an approach that goes **beyond operations**: one that brings **innovation**, drives **automation**, implements **process improvements**, and explores **AI-based solutions** to elevate the customer experience to a new level. If you enjoy challenges, people management, and want to transform Technical Support into a strategic differentiator, join us! **Responsibilities and Duties** **YOUR RESPONSIBILITIES WILL INCLUDE:** * Coordinate the Technical Support team, planning, assigning, and monitoring daily activities; * Ensure SLA compliance, service quality, and high customer satisfaction; * Handle critical escalations, supporting the team and ensuring effective incident resolution; * Monitor departmental metrics (KPIs), analyze performance, and propose continuous improvements; * Oversee operations via the ticketing system, ensuring adherence to defined processes and standards; * Conduct 1:1 meetings, deliver structured feedback, and support team development (IDP); * Participate in defining and tracking departmental OKRs; * Manage work schedules (12x36 and standard business hours), time tracking, overtime, and vacation planning; * Handle customer conflict resolution and manage negatively rated tickets; * Ensure compliance with internal processes, vendor standards, and certification requirements (e.g., ISO 20000-1); * Promote professional conduct and behavioral alignment of the team toward customers; * Report operational results and status to Management through periodic reports; * Identify improvement opportunities and implement automation in support processes; * Escalate tickets to vendors when necessary; * Act as an innovation agent, encouraging the use of AI tools to optimize service delivery, ticket analysis, report generation, and productivity gains. **Requirements and Qualifications** **THESE QUALIFICATIONS ARE ESSENTIAL:** * Prior experience coordinating or leading Technical Support teams; * Experience in Information Technology environments; * Experience in people management and team development; * Knowledge of metrics-driven management (KPIs, SLAs, performance metrics); * Ability to provide technical support to the team during incidents when required; * Analytical mindset and results-oriented profile. **PREFERRED QUALIFICATIONS:** * ITIL certification; * Experience in technology companies or systems integrators; * Experience implementing automation and continuous process improvement; * Practical knowledge or interest in applying Artificial Intelligence to support operations; * Experience with ITSM and monitoring tools; * Intermediate or advanced English (technical reading, interaction with vendors). **Additional Information** **WHAT DO WE OFFER YOU?** * Health insurance; * Dental insurance; * Meal allowance; * Transportation allowance; * Life insurance; * SESC membership; * ACATE membership; * Flexible benefits: At Teltec, we offer flexible benefits, enabling you to autonomously allocate them according to your personal needs across the following categories: meals, food, health, education, and mobility. * Reduced working hours for breastfeeding mothers — recognizing the need for new mothers to balance work and childcare, we offer reduced working hours for breastfeeding; * Study grant program (Postgraduate, MBA, specializations); * Foreign language study grant program; * Runtec Program: We invest in incentives for Solutions to participate in sports competitions. * Conectar Moment: A program offering practical physical activity classes aimed at improving our Solutions’ quality of life; * Hybrid work model to enjoy the best of both worlds; * Coffee, fruits, and snacks available onsite; * 100% subsidy for technical certifications; * Benefits Club: Includes partnerships with Conexa Saúde, Psicologia Viva Conexa, Wellhub (Gympass), and Feirinha da Caju. * Birthday Day Off; * Referral Program: Bonuses for referring and successfully hiring professionals; * Benefits may vary by location, employment modality, and/or change annually based on budgetary considerations. We are a Brazilian company providing IT solutions, services, and consulting, with emphasis on cloud computing, information security, and connectivity. **With over 33 years in the market, we combine experience, expertise, and innovation** to deliver excellence to our 1,000+ clients across Brazil. Our story began in Florianópolis – SC and continues to grow! Today, we also have physical offices in Brasília, São Paulo, Recife, Curitiba, and Cuiabá, in addition to our Solutions (the affectionate name we use for our employees) spread across Brazil! We relentlessly pursue excellence through a collaborative, sustainable, and human-centered company — and therefore, **we seek talents capable of contributing fresh ideas, creating space for consistent, sustainable, and resilient success amid the challenges of technology.**