Second-Level Supervisor

Description

Perform the role of Second-Level Technical Team Supervisor, responsible for monitoring staff assigned to support services, incidents, and resources deployed. Support the coordination of Service Center activities, providing the Service Center Coordinator with managerial reports and necessary and sufficient control tools for auditing performed services. **Responsibilities and Duties** * Perform the role of Second-Level Technical Team Supervisor, as defined in this document, responsible for monitoring staff assigned to support services, incidents, and resources deployed; * Support the coordination of Service Center activities, providing the Service Center Coordinator with managerial reports and necessary and sufficient control tools for auditing performed services; * Participate, together with the Service Center Coordinator, in follow-up meetings regarding work progress, achieved service levels, and period score closure; * Support the coordination of logistics actions required for in-person support; * Supervise and guide the entire second-level team; * Verify incident response and closure deadlines within the incident management system; * Provide operational support to second-level technicians; * Guide second-level technicians on incident opening, completion, and closure; * Resolve internal conflicts; * Advise on professional conduct and courtesy during support interactions; * Organize the team for emergency response situations, such as network outages, internet link failures, or total system shutdowns; * Develop standard operating procedures to populate the Knowledge Base; * Distribute incidents among team technicians; * Monitor second-level technicians’ break times, absences, and unavailability periods; * Provide feedback to second-level technicians; * Define initial and ongoing training plans for personnel delivering services; * Suggest changes to routines and technical procedures aimed at optimization; * Evaluate second-level technicians’ performance in support activities by observing interactions, analyzing customer satisfaction survey results, reviewing complaints submitted by the CONTRACTOR’s Contract Management team, identifying service improvement opportunities, and preventing recurrence upon problem identification—by contacting users and gathering information on how support delivery can be improved; * Prepare and submit monthly managerial reports on supervised activities. * Comply with Lanlink Group’s procedures, processes, policies, and Compliance obligations, reporting concerns, issues, compliance failures, and participating in required trainings. (Mandatory for all positions). **Requirements and Qualifications** Bachelor’s degree in Information Technology currently underway or completed, or a bachelor’s degree in another field supplemented by a Call Center Management/Supervision course or equivalent, verified via diploma, course completion certificate, or equivalent document. ITIL 4 Foundation certification, verified by submission of the Supervisor’s certificate. Official 30-hour course, available either in-person or via e-Learning, on ITIL 4 Specialist: Create, Deliver and Support (CDS). **Professional Experience:** Proven experience in Service Center coordination, verified through certificates or equivalent documents. Proven professional experience using office automation tools (MS Office or BR-Office), hardware diagnostics and troubleshooting for microcomputers, and other related tools, verified through certificates or equivalent documents. **Additional Information** **Our Benefits:** Health insurance plan (Hapvida, Bradesco, or Unimed—applicable according to region); Dental insurance plan (Hapvida Odonto or Bradesco Dental); Meal allowance or food voucher; Life insurance fully covered by Lanlink; Transportation allowance; Gympass; Auster; Pharmacy discount program; University partnership program; Corporate Education Platform; Welcome-to-the-World Baby Kit; Moodar platform. **Great to have you here with us—even virtually! How about getting to know us better?** The **Lanlink Group**, with 37 years of history, builds transformative experiences—not only for companies but also for people’s lives—operating 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 environment is shaped daily by those who make Lanlink happen: our employees, who wear the shirt proudly and collectively build a joyful, collaborative, and inspiring workplace. We believe **trust** is the foundation of our relationship with our people and customers. It is cultivated through practices such as: hiring and onboarding well, inspiring, speaking and listening, thanking, developing, caring, celebrating, and sharing. We are many. We are diverse. **\#WeAreLanlink.** Now, we want to get to know you too. Join Lanlink! **Oh—and an important note:** All our job openings are **preferential for PwD (Persons with Disabilities).**