Technical Support Supervisor

Description

Job Summary: We are seeking a Technical Support Supervisor / Coordinator to lead and structure our technical support area, ensuring service quality, organization, and team development. Key Highlights: 1. Lead and structure the technical support area 2. Focus on team management, processes, and continuous improvement 3. Ensure service quality and team development Technical Support Supervisor On-site in São José dos Campos – SP (applications outside São José dos Campos and Jacareí will not be accepted) Total – Integrated Communication Management Employment Type: CLT \| On-site About Total We are **Total – Integrated Communication Management**, a company specialized in corporate communication and technology solutions. Our solutions include: * **TotalPhone** – Cloud Telephony * **TotalMessage** – Official WhatsApp and automations * **TotalSolutions** – Corporate Telecom * **TotalTech** – Infrastructure and IT We are in a phase of **structured growth**, focusing on organization, processes, KPIs, and operational excellence. About the Position We are looking for a **Technical Support Supervisor / Coordinator** to lead and structure our technical support area. This role focuses on **technical team management**, process organization, and continuous operational improvement. The professional will be responsible for **ensuring technical service quality, operational organization, and team development**, while also serving as a bridge between the technical team and company management. Key Responsibilities Team Management * Lead the technical support team (L1 and L2) * Conduct periodic **1:1 meetings with the team** * Monitor individual performance * Develop technical training plans * Foster a culture of accountability, organization, and autonomy * Support resolution of more complex cases Support Operations Management * Organize and monitor the **ticket queue** * Implement and monitor **service-level agreements (SLAs)** * Track **technical support performance metrics** * Reduce rework and improve operational efficiency * Structure **processes and technical documentation (SOPs)** * Identify bottlenecks and propose operational improvements Technical Management and Strategic Support * Support the team on **more complex technical cases** * Supervise **cloud telephony and telecom environments** * Support technical decision-making alongside leadership * Ensure technical quality of solutions delivered to clients Required Qualifications ✔ **Experience leading or coordinating a technical support team** ✔ Prior experience in **IT or telecom support operations** ✔ Experience with **ticket management and SLAs** ✔ Experience organizing **support processes and routines** ✔ Analytical mindset with a focus on metrics Desired Technical Knowledge *(not required at an advanced level)* * VoIP / SIP * Cloud Telephony / PABX * Basic knowledge of **Asterisk** * Networking (TCP/IP, NAT, Firewall) * Linux * Monitoring tools (e.g., Zabbix) Behavioral Profile We seek someone who is: * Organized * Analytical * Process-oriented * Firm in holding people accountable and tracking results * Calm under pressure * Capable of developing others * Metrics- and continuous-improvement oriented Compensation and Benefits Starting Salary: **R$ 4\.500 (CLT)** Salary progression after initial evaluation period Benefits: Transportation Allowance or Transit Benefit \- via Caju Benefícios Meal Allowance \- via Caju Benefícios Health Insurance \- effective after 6 months of employment Dental Plan \- effective after 6 months of employment Telemedicine Wellhub/Gympass Job Type: Full-time CLT Compensation: Starting at R$4\.500.00 per month Benefits: * Health insurance * Dental insurance * Life insurance * Meal allowance * Food allowance * Transportation allowance Selection Question(s): * How many people have you led? Experience: * Team leadership (Mandatory) Work Location: On-site