Technical Support Supervisor

Description

Job Summary: The Technical Support Supervisor manages teams, ensures service quality and SLA compliance, acts as an escalation point, and monitors activities. Key Highlights: 1. Manage and monitor technical support team 2. Ensure service quality and SLA compliance 3. Act as escalation point and technical support **Technical Support Supervisor** On-site – Rio de Janeiro (Centro)/RJ Employment Type: CLT Salary: R$3\.600,00 Main Responsibilities: * Manage the technical team; * Ensure quality of services delivered and SLA compliance; * Serve as an additional internal escalation point, assisting Technical Support Analysts in cases of high ticket volume or need for greater expertise; * Prepare performance monitoring reports and statistics; * Monitor technical team activities and take necessary actions to ensure proper task performance; * Participate in meetings regarding service changes; * Monitor the support queue and take necessary measures to ensure service level targets are met; * Ensure all performed activities are meticulously recorded in the ticketing system, ensuring traceability and enabling proper audit and oversight. Mandatory Requirements: * Experience in IT Technical Support within IT Help Desk Service Centers; * Experience managing/supervising IT technical support teams; * Proficiency in operating personal computers, including office automation software (Windows, MS\-Office, Internet Explorer, Chrome, Firefox, Excel, etc.); * Proficiency in Windows 10 and 11 and Office suite tools; * Knowledge of computer networks, wired and wireless, as well as TCP/IP protocol; * Knowledge of Incident Management processes; * Understanding of SLO (Service Level Objective) / SLA (Service Level Agreement); * Knowledge of writing and using technical support scripts and procedures; * Other specific and compatible technical knowledge required for the described services, ensuring quality, efficiency, and adherence to technical standards; * Completed Bachelor's degree in Information Technology; * ITIL Foundation V3 or V4 certification, or proof of completion of official training for obtaining ITIL Foundation V3 or V4 certification; * HDI \- SCM: Support Center Manager certification or equivalent, or proof of completion of official training for obtaining HDI \- SCM: Support Center Manager certification. Minimum Education: Bachelor's Degree