IT Coordinator

Description

Job Summary: We are seeking a Helpdesk / Service Desk Coordinator to lead the technical support operation, ensuring service quality, SLA compliance, and team development. Key Highlights: 1. Critical leadership in technical support operations 2. Structuring, organizing, and evolving the service delivery model 3. High impact and real space for building and shaping **We are Ghetti Tecnologia.** We help companies maintain stable, secure, and efficient technology operations — integrating infrastructure, support, and IT management into a continuous service model. We deliver solutions including networks, security, cloud, servers, and service desk, serving businesses ranging from small enterprises to complex operations — always prioritizing proximity, reliability, and agility. We are now in an evolution phase. We are restructuring our operations to achieve greater scale, predictability, and quality — transforming technical support into an increasingly organized, measurable, and customer experience–oriented service. We believe this is built not only with technology, but with: * well-defined processes * well-developed people * and a consistently functioning operation Therefore, we seek a Helpdesk / Service Desk Coordinator to lead this initiative in a hybrid work model (3 days per week at our office in Barra da Tijuca, RJ). **Role Vision** The Helpdesk Coordinator plays a critical role in leading Ghetti Tecnologia’s technical support operation, responsible for ensuring service quality, SLA compliance, and team development. This position combines: * people leadership * operational management * process organization * and applied technical vision The challenge goes beyond keeping operations running — it is about structuring, organizing, and evolving the service delivery model to prepare the company for consistent growth. **Key Responsibilities** ***Service Desk Operations*** * Coordinate daily helpdesk operations, including ticket handling, monitoring, and support delivery * Ensure SLA compliance and delivery quality * Monitor and manage ticket queues, backlogs, and escalations * Serve as escalation point for critical incidents * Distribute workload and balance team capacity * Track operational KPIs and report results ***People Leadership and Development*** * Lead, develop, and engage the technical team * Conduct frequent feedback sessions (1:1 and group) * Encourage autonomy, continuous learning, and certifications * Support recruitment, onboarding, and team development * Foster a collaborative environment focused on constant improvement ***Performance and Metrics-Based Management*** * Build and monitor service dashboards * Define goals based on performance metrics * Monitor customer satisfaction * Identify trends and propose action plans ***Processes and Continuous Improvement*** * Map, standardize, and evolve support processes * Identify bottlenecks and reduce rework * Establish structured operational routines * Implement industry best practices (e.g., ITIL) * Enhance knowledge base and technical documentation ***Customer and Management Interface*** * Translate technical issues into business impact * Communicate status, risks, and priorities clearly * Participate in client meetings when required * Support executive leadership with data for decision-making ***Projects*** * Participate in all project phases — from ideation through scope definition, forecasting, task allocation, delivery, implementation, and post-delivery follow-up; * Interface with other teams involved in projects, ensuring alignment and awareness of each delivery phase; * Attend external client meetings for data gathering, expectation alignment, and next-step definition; * Produce weekly reports to document each project phase and ensure visibility across all stakeholders; **Profile We Seek** This role demands balance. Ideal composition: * 30% people management * 30% operations management * 20% processes * 20% technical expertise You will stand out if you: ✔ Develop people (do not centralize everything yourself) ✔ Organize complex operations and deliver predictability ✔ Make decisions based on impact and priority ✔ Communicate clearly with team, clients, and management ✔ Embrace a continuous improvement mindset **Requirements and Qualifications** * Bachelor’s degree in Information Technology, Engineering, or related fields * Experience in a Service Desk / Helpdesk environment * Prior experience in team leadership or coordination * Knowledge of IT infrastructure (networks, security, cloud) * Familiarity with ticketing and monitoring tools * Knowledge of ITIL / ITSM best practices * Analytical ability and operational organization skills **Preferred Qualifications** * Experience in managed service providers (MSPs) * Exposure to multiple clients and diverse environments * Experience in process improvement * Technical certifications (Microsoft, Fortinet, etc.) * Experience with agile methodologies and change management. * Education: Completed undergraduate degree in Information Technology, Computer Science, or related fields. * Technical Skills: Knowledge of TCP/IP protocols, security (firewall, Active Directory), virtualization, and infrastructure management. * Experience: Prior experience in technical support, network administration, and people management. **About the Challenge** You will take ownership of an evolving operation that needs to: * gain greater predictability * strengthen processes * improve KPIs * develop the technical team This is a high-impact role offering real space for building and shaping. **Our Benefits** * Competitive market-based salary * Individual Health Plan * Transportation Allowance * Meal Allowance R$ 299.77 / Food Allowance R$ 770.00 Benefits: VA R$ 285.22 \+ VR R$ 735 \+ VT **Employment Type:** Full-time, Permanent (CLT) Resumes must be submitted in PDF format; Word documents will not be accepted. Compensation: R$4\.500,00 \- R$5\.000,00 per month Benefits: * Medical assistance * Dental assistance * Life insurance * Food allowance * Meal allowance * Transportation allowance Work Location: Hybrid remote work for Rio de Janeiro, RJ