IT SUPPORT AND INFRASTRUCTURE MANAGER

Description

Job Summary: IT Support and Infrastructure Manager, responsible for evaluating tickets, tracking KPIs, managing assets and technical documentation, and coordinating administrative and operational team activities. Key Highlights: 1. Technical and administrative management of IT support and infrastructure 2. Team coordination and service performance monitoring 3. HR routine support and contract personnel administration About the Opportunity: IT SUPPORT AND INFRASTRUCTURE MANAGER **Working Hours:** Monday to Friday, from 8:00 AM to 6:00 PM **Work Location Address:** Centro District, Manaus-AM, ZIP Code 69020-545 **Employment Type:** CLT, fully on-site. **What We Are Looking For:** ***Education:*** Completed Bachelor's degree or Postgraduate degree in ICT-related field ***Experience:** Minimum of 2 (two) years of proven experience in technical management roles **Core Responsibilities (Essential Duties/Tasks):** * Evaluate pending tickets and analyze user satisfaction surveys. * Track SLA and service performance indicators. * Maintain up-to-date diagrams, flowcharts, and other technical documentation. * Ensure the institutional asset inventory is current (network addresses, hardware, machine identification, and other relevant information). * Monitor and update firmware, software, and security patches according to manufacturers' recommendations. * Keep updated guidelines for opening tickets with suppliers and manufacturers. * Review and update the category's communication plan. **Administrative and Operational Coordination:** * Validate team members' daily activities and review time logs against clock-in records. * Open absence-related tickets and organize staff coverage. * Monitor work locations to identify role deviations and labor-related issues. * Monitor compliance with safety regulations. * Prepare on-call duty schedules. * Interact with internal departments (Finance, Legal, and other areas). * Monitor service execution, analyze results and KPIs. **HR Routine Support for the Contract:** * Support personnel administration (payroll, vacations, terminations, absence tracking, medical certificates, and timekeeping). * Perform labor and technical procedures, including formal termination processes and client interface. * Administer payroll entries and closures, and timekeeping control. * Submit and support contract documentation management (pay slips, preliminary payroll reports, timekeeping reports, and staff substitutions). * Address additional requests from management. **Required Specific Knowledge, Certificates, and Certifications:** ITIL, Project Management, and ITSM Tools **What We Offer:** Salary: R$4.200,00. Performance-based bonus; Meal Allowance: R$31.00 per working day; Transportation Voucher; SESC Membership; Life Insurance; GoGood. Minimum Educational Requirement: Bachelor's Degree