**Position: IT Supervisor – Help Desk (Infrastructure)** Location: Av. Pereira Barreto, 1479 \- Center, São Bernardo do Campo \- SP Salary: Negotiable CLT (negotiable according to experience) Schedule: Monday to Friday, 08:00 AM to 5:00 PM (on-site) About the Position We are looking for a **Help Desk Supervisor** to lead our support team and act strategically with clients. If you are passionate about technology, have experience in technical leadership, and want to grow in a dynamic and collaborative environment, this position is for you! Main Responsibilities **Team Leadership and Management** * Supervise and guide junior, mid-level analysts, and interns. * Monitor performance, provide feedback, and identify training needs. * Manage schedules, priorities, and resolve conflicts. **Technical Supervision** * Ensure SLA compliance and service quality. * Analyze complex tickets and guide the team in resolving them. * Control internal processes (onboarding, checklists, service catalog). * Propose infrastructure improvements and security practices. **Client Relationship** * Act as the main point of contact in critical situations, maintaining clear and strategic communication. * Present metrics, technical reports, and project status updates. * Translate technical concepts into simple language for diverse audiences. **Problem Solving** * Proactively prevent recurring issues. * Implement solutions that improve efficiency and reduce rework. Requirements **Technical Skills** * Experience with Windows, Office 365, Active Directory, networks, and hardware. * Experience with remote support tools (TeamViewer, AnyDesk). * Knowledge of IT infrastructure and cybersecurity. **Behavioral Skills** * Strong and respectful leadership. * Good organization and discipline. * Clear communication and strategic mindset. * Focus on efficiency and customer satisfaction. **Preferred Qualifications** * Reside near São Bernardo do Campo. * Degree in Networking, Information Security, or related fields. * Previous experience in IT team supervision or coordination. Benefits * Health insurance (after 3 months) * Life insurance * Meal allowance (R$ 30/day) * Transportation voucher * Fuel assistance * SESC membership * Birthday off \+ gift voucher on birthday Important: This position does not involve system development, but rather **infrastructure technical support and management**. Employment type: Full-time CLT Pay: starting at R$3\.000,00 per month Benefits: * Health insurance * Dental insurance * Fuel assistance * Life insurance * Meal allowance * Transportation voucher Screening questions: * Do you have experience leading a Help Desk team? * Do you live in São Bernardo do Campo, Diadema, São Caetano, or Santo André? * Can you share a situation where you coordinated a technical team during a critical moment? How did you ensure resolution? * Do you have IT experience in the Help Desk area?