Support Coordinator (IT)

Description

Job Summary: Coordinate and ensure the efficient operation of support services for the company's operations, guaranteeing prompt response, effective solutions, and structured processes. Key Highlights: 1. Support Area Management 2. Process Management and Continuous Improvement 3. Lead and develop the support team #### **About the Role:** Coordinate and ensure the efficient operation of support services for the company's operations, ensuring that departments and units receive prompt response, effective solutions, and structured processes, thereby contributing to operational continuity and improved internal user experience. #### **Main Responsibilities:** Support Area Management * Coordinate the team responsible for handling internal requests related to systems, equipment, and operational support. * Ensure compliance with established service level agreements (SLAs) for request fulfillment. * Define priorities and direct requests based on operational impact. Process Management and Continuous Improvement * Map and standardize support and service delivery processes. * Identify opportunities for improvement in service delivery and incident resolution workflows. * Implement routines for tracking and controlling requests. Incident Management and Support Delivery * Monitor and ensure resolution of incidents reported by users. * Track response times and quality of delivered solutions. * Address critical requests impacting store or administrative department operations. Performance Indicator Management * Develop and monitor performance indicators for the area. * Present managerial reports on incident volume, resolution time, and major occurrences. * Propose corrective actions to improve support performance. Internal Department Coordination * Serve as the liaison between operational departments and technical teams. * Ensure clear communication regarding deadlines, solutions, and request status. * Support managers and staff in the proper use of available resources and systems. Team Management * Lead, guide, and develop the support team. * Promote continuous training for area staff. * Conduct periodic performance reviews and feedback sessions. #### **Mandatory Requirements:** Completed undergraduate degree in Administration, Information Systems, Information Technology, Engineering, or related fields. EXPERIENCE IN THE ROLE: Experience managing support or internal service teams. Experience managing incidents, supporting end users, and resolving incidents. Experience managing processes and performance indicators. Experience in retail companies or organizations with multiple units is considered a plus. #### **Work Schedule and Hours:** * 44 HOURS PER WEEK