IT Technical Support Manager

Description

Job Summary: Guide and supervise the technical team, control service quality, and propose improvements to IT processes, ensuring smooth operations and customer satisfaction. Key Highlights: 1. Innovative, diverse, and collaborative environment that values your expertise. 2. Continuous development through training and certifications. 3. Real impact on strategic projects that transform companies. **About Us** At Qualificar TI, we specialize in Data Governance, Project Management, Digital Transformation, and Outsourcing. For over 24 years, we have delivered strategic IT solutions and best practices to generate real value for our clients and society. If you enjoy learning, sharing knowledge, and building solutions that make a difference, this opportunity is for you. **Responsibilities:** Guide and supervise the entire technical team in delivering contracted services; Advise support staff during critical work situations and interact with users when required; Perform real-time supervision of professionals; Implement and maintain staff work schedules; Monitor and evaluate performance outcomes under your management, reporting any irregularities affecting service delivery to TRT13; Participate, when requested, in meetings related to activities under your management, providing requested information and proposing suggestions to improve overall contracted service quality; Control service quality to ensure compliance with contractual deadlines; Propose changes to technical routines and procedures to enhance and improve processes; Classify incidents as problems according to the process flow mapped by TRT13; Other related duties. **Mandatory Requirements:** Bachelor’s degree in IT, or alternatively, a bachelor’s degree in any other field combined with an IT specialization course or professional technical qualification; 2 (two) years of experience in IT technical support and/or help desk activities; 1 (one) year of experience in IT technical support service administration and/or management; ITIL certification with a minimum duration of 40 hours; **Desirable Requirements:** Basic English language proficiency; Minimum one year of experience leading managerial meetings, preparing agendas and minutes, and producing managerial reports for technical support services; Ability to organize and lead teams; ability to communicate clearly and concisely, both verbally and in writing; Adaptability to established rules and regulations; Commitment to the mission and service guidelines; **Mandatory Certifications:** ; Not applicable. ; **Why Work at Qualificar TI** **Innovative Environment:** Here, you’ll work alongside a diverse and collaborative team that values your expertise and encourages your growth. **Continuous Development:** We offer training, certifications, and capacity-building programs to support your constant evolution. **Real Impact:** We work on strategic projects that transform companies and deliver tangible results. **Inclusive Culture:** We value diversity as part of our culture and believe innovation stems from differences. **Challenge Accepted?** If you identify with our culture and want to join a team that transforms technology into results, come on in! **Apply now and become a Qualifier!** www.qualificarti.com.br LinkedIn Qualificar TI **\#BetterItTogether** ;