**RESPONSIBILITIES:** Manage and supervise the N1 and N2 technical support team; Define, monitor, and report service KPIs and SLAs; Plan and conduct technical training for the team; Participate in strategic meetings and interact with managers from other areas to align requirements; Structure, review, and standardize service request handling and escalation processes; Conduct alignment and individual feedback meetings, promoting continuous development; Lead initiatives for continuous improvement and automation of service processes. **REQUIREMENTS:** Bachelor's degree in Computer Science, Information Systems, Computer Engineering, or related fields; Experience managing teams; Ability to analyze metrics and prepare management reports; Experience managing performance indicators (KPIs) and continuous improvement; Optimization of IT processes and service delivery (ITIL). **SCHEDULE:** Monday to Friday **BENEFITS:** Multibenefits Card (R$ 850.00\); Birthday Day Off; Growth Opportunities. Position opened and verified by the Buscar Vagas portal in partnership with Divulga Vagas Brasil website.