IT Technical Support Coordinator

Description

Job Summary: IT Technical Support Coordinator with leadership capabilities, strategic vision, and operational management expertise to ensure service excellence and resolve complex issues within a dynamic environment. Key Highlights: 1. Lead the technical support team and ensure excellence in service delivery 2. Resolve complex issues and operate effectively in dynamic environments 3. Opportunity for professional growth and career advancement alongside business expansion **Opportunity Overview** A well-established technology company is seeking an IT Technical Support Coordinator with strong leadership qualities, strategic vision, and robust operational management skills to lead the support team and guarantee service excellence for clients and end users. This role is ideal for individuals who enjoy leading teams, solving complex problems, and working in fast-paced environments where organization, agility, and decision-making make a daily impact. Here, support goes beyond incident resolution—it is a strategic function ensuring service continuity, trust, and quality. **About the Company** With over 30 years of experience in the technology and enterprise management sectors, the company has built a reputation grounded in consistency, innovation, and close customer relationships. Its focus lies in developing and implementing solutions that truly enhance operations—optimizing processes, providing control, and driving measurable results. The work environment is collaborative, stable, yet challenging, offering opportunities for professional development, team leadership, and growth aligned with the company’s trajectory. **Responsibilities** * Lead the IT technical support team, ensuring achievement of goals, KPIs, and SLAs * Coordinate resolution of technical incidents and problems, performing escalations when necessary * Monitor team performance, delivering feedback, training, and continuous development * Ensure service quality and user/customer satisfaction * Manage priorities and demands in critical environments, guaranteeing service continuity and stability * Identify opportunities to improve support processes by implementing best practices and automation * Handle conflict resolution and strengthen team engagement * Collaborate with technical and strategic departments to ensure operational efficiency * Track operational support indicators, metrics, and outcomes Requirements: **Requirements** * Prior experience in leadership roles within IT technical support or service desk functions * Advanced knowledge of IT infrastructure, operating systems, networks, and support tools * Ability to work under pressure and manage multiple concurrent tasks * Strong communication skills, leadership presence, and people management capability * Analytical, organized profile with problem-solving orientation * Bachelor’s degree in Information Technology, Information Systems, Computer Science, or related fields **Preferred Qualifications** * Knowledge of ITIL and service management best practices * Experience with automation and continuous process improvement * Exposure to mission-critical environments and high-volume ticket operations * Familiarity with monitoring and ticket management tools * Proficiency in Excel and/or Power BI for tracking KPIs and performance Benefits * Medical insurance * Dental insurance * Pharmacy benefits * Transportation allowance or fuel voucher * Gympass * Partnerships with Pitágoras University and Newton Paiva University * On-site meals * Annual Profit Sharing (PLR)