TECHNICAL LEADER

Description

Job Summary: Lead, plan, and monitor IT teams, ensuring service quality and continuous improvement of IT outsourcing services. Key Highlights: 1. Innovative environment focused on continuous learning 2. Ownership of one's career journey 3. Leadership of technical teams in IT outsourcing Join Simpress, the leading IT outsourcing company in Brazil! Our mission is what drives us: to make our customers' lives easier. We foster an innovative environment that demands agility and delivery. We value continuous learning and offer opportunities for every professional to grow, take ownership of their career path, and accelerate their professional development. If you resonate with our way of being, join our \#Simlovers team! **Responsibilities and Duties** Plan and assign tasks to team members according to their technical profiles and operational demands from clients under your responsibility; Develop the team’s work schedule based on hours defined in the service contract; Guide the team in executing operational activities under contracts within your responsibility and support them in analyzing and resolving technical queries; Monitor team performance against established operational performance indicators, and plan and deliver training to enhance technical and operational knowledge; Interact with client managers to understand and align actions addressing specific operational and technical demands; Analyze customer user suggestions and complaints and contribute to defining corrective action plans for improvement; Collaborate with other Leaders and Managers overseeing client contracts to align technical and operational actions ensuring contracted service delivery; Supervise technical support services provided to client users; Monitor performance indicators of your operational tower according to established performance parameters; Keep processes and documentation related to operations under your responsibility up to date; Analyze customer satisfaction survey reports for your operational tower, identify deviations, and collaborate with the Operational and Quality Manager to define corrective action plans; Respond to client user requests, assess priority level, resolve issues directly or delegate to the team; Validate the team’s technical performance regarding proposed solutions, service improvements, and performance and outcome indicators; Identify and implement technical training to prepare the team for current and future operational demands under your responsibility; Study the company’s outsourcing methodologies to assess feasibility and apply them to client scenarios and services; Understand environmental aspects and impacts related to your activities, apply the company’s established sustainable practices, and suggest ideas—where possible—to improve SGI performance. Identify and implement sustainability-related actions arising from your area’s activities. **Requirements and Qualifications** Completed Bachelor’s degree in Information Technology or Exact Sciences; 1 to 3 years of experience **Additional Information** Check out the benefits included in this journey: Profit Sharing (PLR): Above-market recognition, valuing achievements built together. Health and Well-being: Health and dental insurance for employees and dependents; Telemedicine with no co-payment; Mental Health and Healthy Eating programs; Wellhub. Meal or Food Allowance. Birthday Day Off. Development: Sim University—the company’s corporate university offering courses and learning paths that encourage continuous learning and professional growth; Educational partnerships with recognized institutions. Referral Program: Great referrals to join our team are acknowledged.