Join a company that loves transforming with technology and embraces diversity in all its forms! **Responsibilities and Duties** Activities/Responsibilities: Supervise N1 (24x7 Help Desk) and Field Service operations, ensuring alignment among teams and delivery quality. Ensure compliance with service-level agreements (SLAs) and key performance indicators (KPIs) (e.g., MTTR, MTTF, FCR), as well as contractually defined quality standards. Monitor the ITSM ticket queue, ensuring proper categorization, prioritization, logging, and end-to-end tracking. Ensure technical and communication validation of resolved tickets prior to closure. Ensure appropriate escalation of unresolved tickets to client teams (N2/N3), maintaining active follow-up. Monitor team productivity and quality metrics (e.g., average handling time, backlog, recurrence rate, resolution rate) and propose corrective actions when necessary. Develop operational handbooks and weekly/monthly reports to support management governance and client interface. Support team member training, onboarding, and technical development. Operate in accordance with ITIL and HDI methodologies, ensuring adherence to processes and service management best practices. Maintain the knowledge base, operational manuals, and quality reports. Serve as the communication channel between the technical team and the Contract Manager, ensuring clarity and agility in interactions. Oversee the team under your direct leadership, ensuring accurate time tracking, delivering structured feedback, conducting 1:1 meetings, and performing competency-based evaluations. Act as the primary liaison between the client and Spread, representing technical operations to business units and management. Establish and maintain regular communication cadences and follow-up meetings with the client and other involved stakeholders. Adopt a continuous improvement mindset, constantly pursuing technical, operational, and relational advancement of the team. **Requirements and Qualifications** **Mandatory:** Extensive proven experience in team coordination or supervision at N1 level + at least 2 years coordinating or supervising Field Service teams; Knowledge of ITIL and HDI methodologies (certification is a plus); Experience in people management; Advanced Excel proficiency; Basic Power BI knowledge; Familiarity with ITSM tools; Proficiency with Microsoft 365 tools; Knowledge of Asset Management; Analytical mindset; Experience in executing, improving, and designing processes and workflows; Clear and assertive communication skills. Diploma in Computer Science or Bachelor’s degree in IT **Additional Information** Hybrid work model in São Gonçalo (in-office on Tuesdays, Wednesdays, and Thursdays; remote on Mondays and Fridays) Working hours: 9:00 AM – 6:00 PM Want to learn more about us and join the team building the future? **#JoinTheSpread** **Transforming the world with technology** We are nearly 2,500 Spreaders, spread across 22 Brazilian states via Spread Anywhere—enabling **100% remote work**, depending on contractual arrangements. We are digital, hyperconnected, and wherever we are, we live out one of our core cultural values every day: #collaboration. **Innovation to shape the future** Spread is an innovation company with 41 years of history, delivering comprehensive technology and digital business solutions. Today, our robust service portfolio includes application development, Quality Assurance, IT Outsourcing, Talent on Demand, Artificial Intelligence solutions, and SAP and S/4HANA consulting and implementation. We adopt a customer-centric approach where customer experience is our top priority—and guides our actions and strategies. This commitment is reflected in our Net Promoter Score (NPS) of 75, positioning us in the quality zone and demonstrating our clients’ trust and satisfaction. **Diversity, Equity & Inclusion** Here, diversity and inclusion are not just words—they are genuine commitments. We strive to ensure every Spreader feels **valued, respected, and empowered** to reach their full potential. We recognize that true diversity goes beyond superficial traits and encompasses a broad spectrum of characteristics, including gender, ethnicity, sexual orientation, age, and abilities.