IT Support Supervisor

Description

Job Summary: Manage the technical team, ensure the quality of IT services, and act as an escalation point for support analysts. Key Highlights: 1. IT Technical Team Management 2. Quality Assurance and SLA Compliance 3. Activity Monitoring and Performance Reporting We have been consolidating our position in the market since 2011 as a company specialized in IT solutions, with a service portfolio covering End User Support and Professional Services. We are further expanding our market presence, now employing 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, supporting major industry players and large IT clients such as Algar, Stefanini, Sonda IT, Tech Mahindra, Atos, Positivo, Atento, and others. Interested? Check out the opportunity we are offering: **Supervisor** Opportunity Type: CLT; Work Model: On-site \- Indefinite Term; Downtown, **Rio de Janeiro \- RJ** * Monday to Friday \| Business Hours. **Responsibilities:** * Manage the CONTRACTOR's technical team; * Ensure service quality and SLA compliance; * Serve as an additional internal escalation point, assisting Technical Support Analysts during high-volume support periods or when greater expertise is required; * Prepare performance tracking reports and statistics; * Monitor the technical team’s activities and take necessary actions to ensure proper task execution; * Participate in meetings regarding service changes; * Monitor the support queue and implement necessary measures to guarantee service level compliance; * Ensure all performed activities are meticulously recorded in the CONTRACTOR's ticketing system, ensuring traceability and enabling proper auditing and oversight. **Requirements** * Completed undergraduate degree in Information Technology. * Experience in IT Technical Support within Service Centers / IT Help Desks. * Experience managing/supervising IT technical support teams. * ITIL Foundation V3 or V4 certification, or proof of completion of the official course for obtaining ITIL Foundation V3 or V4 certification. HDI \- SCM: Support Center Manager certification or equivalent, or proof of completion of the official course 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 * Dental Plan * College Scholarship * Food Allowance * Meal Voucher * Health Insurance