Job Summary: The professional will supervise the technical support team, ensuring service quality and excellence in customer service. Key Highlights: 1. Supervise and coordinate the technical support team 2. Ensure technical quality and standardization of support services 3. Conduct technical training and promote team development #### **About the Position:** * The professional will supervise the technical support team, ensuring service quality, compliance with established SLAs, and proper management of vendors and technological resources, guaranteeing excellence in service to internal and external customers. #### **Main Responsibilities:** * Supervise and coordinate the technical support team. * Distribute, monitor, and prioritize tickets according to SLA and criticality. * Ensure adherence to response and resolution timeframes. * Monitor performance indicators (response time, resolution time, re-opening rate, user satisfaction). * Act as an escalation point between IT customers and the support team. * Ensure technical quality and standardization of support services. * Provide technical support to the team in resolving complex issues. * Manage user access, permissions, and requests jointly with the Infrastructure team. * Monitor implementations, updates, and changes impacting end users. * Ensure accurate registration and documentation of support tickets in the ticketing system. * Identify recurring incident root causes and propose preventive improvements. * Efficiently manage the technology asset inventory. * Prepare managerial reports on support performance. * Conduct technical training and promote team development. * Ensure compliance with information security policies. * Communicate with internal and external customers during critical situations. * Monitor and ensure vendor delivery quality. * Participate in planning and continuous improvement of support and service processes. #### **Mandatory Requirements:** * Minimum of 2 years’ experience in technical support or related areas. * Prior experience in team leadership or coordination. * Bachelor’s degree in Information Technology or related fields. #### **Desirable Requirements (Preferred Qualifications):** * End-user support (hardware and software). * Computer maintenance. * Networking knowledge. Basic understanding of ticket management and information security * #### **Benefits:** * Transportation Allowance; * Pluxee (Meal Voucher); * Health Insurance; * Dental Insurance; * Welhub (formerly Gympass) or TotalPass — gym partnerships; * Pluxee Cuida e Bem Estar — psychological, nutritional, and other wellness services; * Partnerships with: Sesc, educational institutions, and leisure parks. #### **Work Schedule and Hours:** * Monday to Friday, from 8:00 AM to 6:00 PM