Job Description: * Bachelor's degree in Technology; * ITIL (preferably V4); * Project Management; * People Management; * Experience managing remote and on-site teams; * Experience in on-site IT support (hardware, network, telephony, printers, and videoconferencing); * Management of KPIs and goals; * Practical experience in developing procedures; * Experience managing geographically distributed and remote teams. Desirable: * Knowledge of inventory and remote monitoring tools; * Experience in incident management and SLA compliance for local support; * Agile project management; * Monitor goals and KPIs, conduct individual follow-ups, and provide feedback to foster team development; * Guide the team in developing procedures and documenting knowledge to support the help desk; * Communicate with business units, keeping them updated on the status of locally resolved incidents; * Ensure proper operation of local IT resources (equipment, printers, network, telephony, videoconferencing), prioritizing quality and responsiveness; * Coordinate on-site response for critical incidents, scheduled visits, and emergency requests; * Manage local vendors and maintenance contracts related to on-site support; * Perform other related and inherent duties. 2512060202191849140