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Job Summary: Professional to supervise Help Desk operations, verify contractual obligations, and act as the focal point in public-private partnerships, ensuring quality and compliance. Key Highlights: 1. Dynamic, innovative environment with growth opportunities 2. Focus on inclusion and diversity, with positions open to persons with disabilities (PCDs) 3. Leadership in service management and contractual compliance At **Inova**, we value and respect all individuals! We seek professionals committed to equality and strong collaborative spirit. We offer a dynamic, innovative environment with excellent professional growth and development opportunities. If you are passionate about **new challenges**, possess the required qualifications, and are seeking new opportunities, join our team! Together, we will contribute to excellence in service delivery—always with quality and commitment. We believe in inclusion and diversity; therefore, if you are a person with a disability and have questions about any of our positions, please apply without hesitation. We are committed to accessibility and equal opportunity. We look forward to meeting dedicated professionals who are passionate about what they do! **Responsibilities and Duties** * Supervise Help Desk operations, ensuring registration, classification, prioritization, and tracking of requests from units according to contractually defined service levels (SLAs); * Ensure end-to-end service delivery flow—from incident logging through resolution and closure—promoting traceability, process standardization, and response quality to units; * Monitor Help Desk performance indicators (SLA, response time, recurrence rate, backlog, demand criticality), proposing corrective actions and continuous improvements; * Act as the focal point between operations, maintenance, technical teams, contract management, and serviced units, ensuring alignment of handling procedures and prioritization; * Supervise internal verifiers’ team and the verification process for contractual obligations related to services delivered at units; * Conduct critical analysis of Independent Verifier (IV) reports and findings, evaluating operational and contractual impacts. * Supervise IV finding resolution process—including technical analysis of findings, liaison with responsible departments, preparation of justifications, evidence collection, tracking of action plans, and deadline/status control until demand completion; * Ensure proper recording, historical control, and document organization of non-conformities, notifications, and responses to the IV and the Conceding Authority; * Participate in technical meetings, committees, and agendas with the Conceding Authority and Independent Verifier, representing the area on topics related to service performance and unit support; * Support contractual management in mitigating penalty risks through preventive monitoring of recurring failures and improvement of support processes; * Promote a culture of quality, contractual compliance, and end-user focus (schools and health centers); * Responsible for coordinating and leading agendas with the Conceding Authority (Municipality) and Independent Verifiers of SPE Saúde BH and SPE Inova BH, ensuring technical and contractual alignment; * Direct supervision of internal verifiers’ team and activities, ensuring quality and compliance of findings; * Direct supervision of Help Desk team and activities, focusing on JOPE system support and resolution of operational demands; * Critical analysis of monthly reports issued by Independent Verifiers, identifying non-conformities, scheduling meetings, and tracking resolutions per contractual clauses; * Responsible for tabulating the Profit and Results Sharing Program (PLR) for employees; * Participation in thematic committee agendas and governance meetings. **Requirements and Qualifications** * **Education:** Completed bachelor’s degree; postgraduate degree in civil engineering, administration, or related fields is desirable. * **Mandatory:** Category B driver’s license (CNH). * **Mandatory:** Proven experience in the role. **Desired Competencies and Skills:** * **Strategic Thinking and Systems Vision:** Ability to understand the business holistically, identifying impacts and opportunities. * **Leadership and Influence:** Skill to lead teams and influence stakeholders, promoting alignment and engagement. * **Communication and Negotiation:** Excellent interpersonal communication, with ability to negotiate assertively and effectively. * **Organization and Time Management:** Ability to prioritize tasks and manage multiple activities efficiently. * **Innovation and Continuous Improvement:** Mindset oriented toward identifying improvement opportunities and implementing innovative solutions. * **Analytical Capability and Problem Solving:** Ability to analyze scenarios, interpret data, and propose sound solutions. **Additional Information** **All our positions are also open to persons with disabilities (PCDs).** We value diversity and believe inclusion is a fundamental pillar for building a fairer, more humane, and welcoming workplace for everyone. We are the Public-Private Partnership (PPP) structured to expand access to education and significantly reduce waiting lists for public school placements. The project foresees the implementation of 31 new school units, reinforcing our commitment to social development and the future of thousands of children and families in Caxias do Sul. Under a 25-year contract, INOVA CXS is responsible for construction, operation, maintenance, and management of non-pedagogical services at school units, while pedagogical leadership remains fully under public authority, preserving municipal educational autonomy. More than executing a contract, INOVA CXS reinforces the role of public-private partnership as an instrument of transformation—delivering quality infrastructure, responsible management, and services that directly contribute to social development, family well-being, and a better future for the children of Caxias do Sul.
