IT Service Center Coordinator

Description

Job Summary: Team coordinator responsible for managing in-person IT support services, planning training sessions, resolving conflicts, and analyzing IT service statistics. Key Highlights: 1. IT technical support team management. 2. Single point of contact for in-person service delivery and standardization of procedures. 3. Analysis of service statistics and proposal of improvements. We have been consolidating our position in the market since 2011 as a company specialized in IT solutions, offering a portfolio of End User Support and Professional Services. We are further expanding our market presence, with over 70 professionals distributed across various regions of the country, serving 100% of the national territory. Currently, we are recognized for the quality of our services, partnering with major industry players and serving large IT clients such as Algar, Stefanini, Sonda IT, Tech Mahindra, Atos, Positivo, Atento, and others. Interested? Check out the opportunity we are offering: **Coordinator** Opportunity Type: CLT; Work Model: On-site \- Indefinite Term; Downtown, **Rio de Janeiro \- RJ** * Monday to Friday \| Business Hours. **Responsibilities:** * Manage the CONTRACTOR's team, including supervisors; * Motivate and coordinate Level 1, Level 2, and Level 3 analysts; * Resolve internal conflicts and those with clients; * Plan training sessions and refresher courses, and monitor performance (individual and collective KPIs); * Manage on-call shifts, work schedules, and rotations, if required; * Participate in meetings regarding service changes; * Serve as the focal point for matters related to in-person service delivery, centralizing and standardizing guidance, procedures, routines, and knowledge across different teams involved in this service; * Act as the escalation point; * Quantitatively and qualitatively analyze service statistics, proposing internal process changes to the CONTRACTOR when necessary; * Prepare monthly management reports containing, at minimum, the following indicators: **Requirements** * Completed undergraduate degree in Information Technology. * Experience in IT technical support within IT Service Centers / Help Desks. * Proven experience managing IT technical support teams. * ITIL Foundation V3 or V4 certification, or official course completion certificate for obtaining ITIL Foundation V3 or V4 certification. HDI SCM: Support Center Manager certification or equivalent, or official course completion certificate for obtaining HDI SCM: Support Center Manager certification. Minimum Education Level: Undergraduate Degree Desired Qualifications:* Informatics, Technical Course * Internet Informatics, Technical Course * Computer Maintenance and Support, Technical Course * Transportation Allowance * Life Insurance * Food Allowance * University Scholarship * Meal Voucher * Medical Plan * Dental Plan