Manage and supervise the operation of technical support services provided, ensuring service quality, compliance with contracted service levels, technical team management, and operational continuity of technology services **Responsibilities and Duties** * Supervise Level 1 and Level 2 support teams. * Monitor contractual execution and ensure compliance with established SLAs. * Monitor support interactions and operational metrics in real time. * Implement and monitor team work schedules. * Evaluate technical and behavioral performance of employees. * Conduct active listening and monitoring of support interactions to ensure quality. * Register, track, and report critical incidents to SETIC. * Coordinate actions to resolve high-severity issues. * Prepare management reports and Monthly Service Positioning Report (RPMS). * Prepare daily operational monitoring bulletins. * Coordinate updates to support scripts and knowledge base. * Plan and monitor technical and operational training for teams. * Organize operational meetings with involved departments. * Ensure inventory records and asset movement logs are up to date. * Guide teams on information security policies, compliance, and LGPD. * Act as the interface between the contractor and the client’s SETIC. * Ensure process standardization and continuous service improvement. * Safeguard technological assets and resources provided by the client. **Requirements and Qualifications** **Education:** * Bachelor's degree in Information Technology. * A bachelor's degree in another field will be accepted if accompanied by a technical, vocational, or specialized course in Information Technology. Courses and Certifications: * ITIL Foundation certification (desirable). * Courses in IT service management. * Courses in leadership and team management. * Initial training provided by the contractor. * Familiarity with monitoring and ticket management tools is desirable. **Professional Experience:** * Experience in IT technical support activities. * Experience in leading or supervising technical teams. * Experience in Service Desk and Field Service operations. * Experience managing metrics and monitoring SLAs. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco Dental dental insurance; Alelo food or meal allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit program; University tuition assistance program; Total Pass; Internal education platform; Welcome-to-the-world baby kit; Moodar platform (therapy platform offering special rates for Lanlink employees) **We’re thrilled to have you here — even if it’s virtually! How about getting to know each other better?** The **Lanlink Group** has 37 years of history building transformative experiences—not only for companies but also for people’s lives—operating across all five regions of Brazil. We envision the future with a purpose to impact lives and serve as a safe harbor for innovation. Our spaces are built by those who make Lanlink happen every day: our employees, who wear the shirt proudly and together create a joyful, collaborative, and inspiring workplace. We believe **trust** is the foundation of our relationships—with our people and our clients. It is cultivated through practices such as: hiring and welcoming well, inspiring, speaking and listening, thanking, developing, caring, celebrating, and sharing. We are many. We are diverse. **\#WeAreLanlink.** Now, we’d love to get to know you too. Join Lanlink! **Oh, and one important note:** All our job openings are **preferential for PwD (Persons with Disabilities).**
João Silva
Indeed · HR
João Silva
Indeed · HR
