Technical Support Supervisor

Description

Job Summary: Opportunity for a Level 2 Technical Support Supervisor with leadership skills, solid experience in ICT support, and a drive for challenges. Key Highlights: 1. Technical Support Team Leadership 2. Incident and Service Process Management 3. Strategic Vision and Results Orientation **Job Description and Responsibilities:** **Working Hours:** 8:00 AM to 3:00 PM **Position Level:** Supervision/Coordination **Employment Type:** Permanent – CLT ?? Unmissable Opportunity \| Level 2 Technical Support Supervisor We have an excellent opportunity to work as a Level 2 Technical Support Supervisor at Hepta Tecnologia! If you possess leadership qualities, solid ICT support experience, and are seeking a new challenge, this role may be perfect for you. ?? Location: Salvador/BA ? Working Hours: 8:00 AM to 6:00 PM ?? Required Knowledge ? Team Management ? ITSM Tools ? End-User Support ? ITIL Methodology ? Experience with procurement bidding documents ?? Key Responsibilities ?? Lead and guide the technical support team ?? Ensure SLA compliance ?? Monitor KPIs and dashboards ?? Manage the knowledge base ?? Handle incident resolution and escalation ?? Prepare management reports ?? Define and standardize service processes ?? Participate in recruitment and selection ?? Support contract implementation ?? Manage team schedules, access rights, and routines ?? We seek a professional with strategic vision, results orientation, and strong leadership capabilities. **Requirements:** ?? Requirements ? Bachelor’s degree in IT ? Or bachelor’s degree in another field \+ postgraduate degree in ICT (minimum 360 hours) ? Experience in technical support management/supervision ? Experience in incident, problem, and change management ?? Certifications (Negotiable) ? HDI SCTL (Support Center Team Lead) ? ITIL V3 Foundation **Benefits:** Medical Assistance, Dental Assistance, Transportation Allowance, Meal Voucher, Food Voucher, Commuter Pass