Service Desk Coordinator

Description

Job Summary: Coordinate the dispatch workflow of field technicians and manage high-volume Service Desk operations, ensuring service quality and team alignment. Key Highlights: 1. Manage high-volume Service Desk operations 2. Lead and develop the Service Desk team 3. Handle critical incident management and process improvement **Responsibilities and Duties** * Coordinate the dispatch workflow of field technicians (routing, prioritization, and SLA compliance) in adherence to established processes and service quality standards * Manage high-volume Service Desk operations across multiple systems * Ensure proper ticket routing between remote support and field interventions * Maintain alignment between internal teams (Service Desk) and external teams (Field Service) * Manage critical incidents, ensuring rapid resource mobilization * Lead, monitor, and conduct performance management for the Service Desk team (feedback, PDIs, and periodic evaluations) * Develop the team’s capabilities for more accurate diagnosis, ticket routing, and resolution, while monitoring productivity and performance * Define shift schedules, coverage plans, and team sizing to ensure operational efficiency * Monitor and analyze operational KPIs (SLA, TMA, TME, First Call Resolution, backlog) * Identify opportunities for improvement in support and service delivery processes * Ensure aligned expectations and clear communication with stakeholders **Requirements and Qualifications**: * Bachelor’s degree in IT, Telecommunications, Engineering, or related fields * Experience managing high-volume call operations and critical environments * Experience dispatching field technicians * Experience tracking and analyzing operational KPIs * Prior experience leading teams (feedback, development, performance management) * Ability to prioritize tasks and make decisions under critical conditions Compensation: R$5\.500,00 per month Benefits: * Medical insurance * Dental insurance * Fuel allowance * Free parking * Life insurance * Meal voucher * Transportation voucher Work Location: On-site