IT Support Coordinator

Description

Job Summary: Coordinate the technical support team, acting as the focal point and technical reference, ensuring process standardization and service quality. Key Highlights: 1. Coordinate and lead the technical support team (N1) 2. Act as the technical reference (Tech Lead) 3. Ensure process standardization and service quality **VOLL was founded to simplify mobility with a single, global solution. It is the most widely used technology by Brazil's largest companies to manage employee commutes and business travel.** Would you like to be part of it all? We are looking for people eager to revolutionize how professionals move around the world! **Responsibilities and Duties** **What You Will Do:** * **Coordinate the technical support team (N1\)**, organizing requests, prioritizing tasks, and ensuring compliance with defined SLAs; * **Serve as the focal point between users**, the technical team, and vendors (N2/N3\), ensuring proper escalation and incident resolution workflows; * **Act as the team’s technical reference (Tech Lead)**, responsible for technical guidance, support during critical incidents, and continuous improvement of departmental practices; * **Monitor and analyze operational metrics** (SLAs, backlog, response time, recurrence of failures), proposing continuous improvements; * **Ensure process standardization**, service workflows, and technical documentation within the department; * **Manage the IT asset inventory** (hardware and software), ensuring accuracy and lifecycle control; * **Coordinate onboarding and offboarding activities** related to IT resources and access management (provisioning, review, and revocation), ensuring traceability; * **Interact with technology vendors** to monitor contracts, tickets, and service levels; * **Support implementation and maintenance of controls** related to ISO 27001, ensuring adherence to policies, processes, and audit evidence requirements; * **Monitor and coordinate remediation of vulnerabilities** identified by security tools, ensuring risk-based prioritization and timely remediation; * Identify recurring issues and collaborate with responsible teams to eliminate root causes; * **Manage on-call schedules (24x7\)**, including overtime tracking, shift coverage, and validation for payroll purposes; * **Develop and monitor team performance**, supporting technical and behavioral growth of analysts and interns; * **Ensure high-quality user support**, promoting an efficient, empathetic, and resolution-oriented support culture; **Requirements and Qualifications** **Basic Requirements:** * **Prior experience in end-user technical support** (IT Support / Service Desk) at mid-level or senior level; * **Experience coordinating or leading technical support teams**; * **Knowledge of Windows environments**, with familiarity in Linux and/or macOS at the desktop level; * **Experience with ITSM tools** (ticket management, SLAs, service catalogs); * **Experience in access management (IAM)**, including provisioning, periodic access reviews, and revocation of corporate system access; * **Knowledge of information security**, including vulnerability management and ISO 27001-related controls; * **Ability to technically analyze incidents** when required (Tech Lead profile); * **Ability to analyze metrics** and manage support operations; * **Experience or familiarity with managing on-call schedules** and work-hour tracking; * **Strong communication skills** for interacting with users, internal departments, and vendors; * **Basic English proficiency** for reading and understanding technical documentation; **Preferred Qualifications:** * Experience implementing Service Desks for BackOffice tools and supporting administrative applications; * Certifications or training in ITIL, COBIT, or Information Security; * Experience applying automation and Artificial Intelligence to improve operational efficiency in support (e.g., reducing ticket volume, self-service, intelligent triage, and improving KPIs); **Additional Information** **Our Benefits Package:** * Meal/food allowance via Flash card; * Sulamérica Medical and Dental Plan; * Total Pass; * Home office allowance via Flash card; * Mental health support (VOLL Care); * Education assistance through VOLL Education; * Group life insurance; * Financial consulting with our partner Leve; * 6-month maternity leave; * 20-day paternity leave (Our parental leave policy applies equally to same-sex couples). * Vacation accrual starting at 6 months; * Birthday day off.  **Diversity at VOLL** At VOLL, we value every individual and their uniqueness, offering an environment that respects diversity and individuality. We provide space for you to be authentically yourself \#TogetherOnTheSameBoat. VOLL exists to transform innovative ideas into solutions that shape the future of travel, mobility, and corporate expenses. We pioneered the world’s first integrated mobility and travel app, unifying every stage of the journey—from booking to payment. Our platform aims to deliver excellence for both managers and corporate travelers, providing comprehensive solutions that simplify and integrate all needs in one place. This is the result of extraordinary work by over 400 employees across more than 17 states. **OUR VALUES** Execute with mastery; Play fair; Be together on the same boat; Be protagonists; Be strong. \#ToInfinity