Description: Monitoring team activities; Generating follow-up reports upon request from the ENS manager; Escalating issues; Presenting daily email reports; Presenting weekly display reports; Conducting weekly activity follow-up meetings; Ensuring continuous improvement of the incident management process and the Service Desk function. Developing and presenting reports containing data aimed at achieving optimal strategic, administrative, executive, and operational management, including risk identification and improvement suggestions. Conducting monthly management meetings covering: Indicator Handbook ANS Reporting Action Plan Improvement Suggestions Team Management Conflict resolution Commitment to deadlines and quality Completed or ongoing undergraduate degree in Computer Science, Network Management, Information Technology, Information Systems, Informatics, Systems Analysis, or related fields Demonstrating interest in problems and willingness to resolve them Technical knowledge Responsible for supervising support teams’ service delivery, leading the Service Desk team, driving performance to achieve excellence and operational success, thereby meeting customer needs and business requirements based on service performance indicators (KPIs) Monitoring, developing, and training the team to optimize its performance Managing demand, closing resolved tickets, and distributing them appropriately Overseeing the management of service management tools Desirable qualifications: * CITRIX knowledge * ITIL certification * MCITP: EA or MCSE certification * Intermediate English Work schedule: Monday to Friday, 11:00 AM to 8:00 PM, located in São Paulo City Center – SP NOTE: Hey! Even if you don’t meet all the job requirements, we still encourage you to apply. We’ll carefully review your profile considering all your qualifications. What we’re looking for: A dynamic and communicative individual Your day-to-day responsibilities will include: * Providing user support via telephone, remote, or in-person assistance; logging incidents to enable analysis and resolution of service requests, escalating them to resolver groups when necessary; * Handling requests ranging from operating systems, software, hardware, networks, and Microsoft Office applications to technical issues and service-, security-, and product-related matters; * Selecting, implementing, and maintaining hardware and software; defining access controls; and monitoring installed technical resources; * Ensuring compliance with client requirements (SLA / service level) regarding IT resource availability through service delivery, incident logging, request resolution, and administration of operational technology platforms. 2512180202551925071