IT Coordinator

Description

Job Summary: An IT Support Coordinator to lead the Level 1 support team, ensuring service quality, SLA compliance, and well-organized support processes. Key Highlights: 1. Lead the Level 1 IT Support team 2. Coordinate, develop, and supervise the IT Support team 3. Ensure service quality and SLA compliance We are seeking an IT Support Coordinator to lead the Level 1 support team, responsible for initial user support across stores, the Distribution Center, the office, and group companies. This professional will play a strategic role in ensuring operational continuity, maintaining service quality, meeting SLAs, and organizing support processes. **Key Responsibilities:** * Coordinate, develop, and supervise the Level 1 IT Support team; * Organize and monitor support interactions via: WhatsApp (BOT platform – emergency support); * Ticketing system; * Ensure SLA compliance and proper ticket prioritization; * Manage critical incidents, especially those impacting stores and operations; * Create, document, and maintain support processes, workflows, and procedures; * Serve as the liaison between support, other IT areas, and vendors; * Support IT projects, particularly implementations and rollouts; * Generate and monitor KPIs, reports, and management dashboards for IT governance, among other duties inherent to the role. **Requirements:** * Bachelor's degree in Information Technology, Information Systems, Computer Science, or related fields; * Prior experience coordinating IT Support or Service Desk teams; * Hands-on experience with ticketing tools; * Knowledge of support processes and best practices (e.g., ITIL); * Experience in high-demand environments and mission-critical operations; * Strong communication skills and ability to interact effectively with non-technical users; * Experience in retail or point-of-sale (POS) environments; * Experience managing SLAs and performance metrics; * Organized, collaborative, and process-oriented profile. **Join our team and lead a group of giants!** Minimum Education: Bachelor's Degree