Support Manager

Description

We are seeking a strategic **Support Manager** to ensure operational excellence in the support area, directly managing Level 1, Level 2, and Level 3 Support teams, with a focus on performance, continuous improvement, service quality, and process evolution. We seek a professional with strong leadership skills, analytical vision, and the ability to operate effectively in dynamic environments—managing critical incidents, supporting technical decisions, and fostering cross-departmental integration. We are a company that values collaboration, innovation, and continuous development. We encourage an environment of knowledge sharing, autonomy, and close teamwork, where individuals have space to propose improvements, participate in decisions, and deliver real business impact. Our culture is grounded in partnership, ownership mindset, constant learning, and focus on sustainable results. You will join a highly collaborative technical team, with strong interdepartmental interaction and openness to jointly building solutions, improvements, and new initiatives. **Responsibilities and Duties** * Manage the Level 1 and Level 2/Level 3 Support Coordinator, ensuring alignment between operational levels and departmental strategy; * Plan, implement, and monitor performance and quality metrics; * Develop temporary or permanent technical solutions to mitigate failures and optimize processes; * Implement and review standardized operational workflows; * Directly handle critical incidents (P1/P2\), coordinating rapid response with focus on root cause analysis and continuous improvement; * Promote integration between technical support and other departments, strengthening interdepartmental communication and collaboration; * Lead training programs, as well as technical and behavioral development for support teams and leadership; * Support and participate in technical committees, incident reviews, continuity planning, and evolution of the support track; * Evaluate and propose technological innovations that reduce manual effort and increase self-service adoption; * Monitor performance metrics and ensure implementation of corrective and preventive action plans; * Prepare strategic reports and present results to senior management, including proposals for continuous improvement; * Participate in technical committees, contributing to strategic decisions within the area. **Requirements and Qualifications** * Bachelor’s degree in Computer Science, Engineering, Information Systems, Systems Analysis, or related fields. * MBA or postgraduate degree in IT Management, Project Management, Innovation, or Strategic Leadership is desirable. * Minimum 5 years of experience leading technical teams (including Level 2/Level 3\). * Incident, Request, Problem, and Change Management (ITSM); * Ability to read and interpret technical dashboards (monitoring, SLA, backlog); * Knowledge of IT infrastructure processes (networks, servers, cloud); * Root cause analysis and technical documentation; * Support and ticket management tools (e.g., Freshdesk, Jira, GLPI, Zammad); * Basic information security knowledge and access policies; * Continuous improvement practices (PDCA, Kaizen, Lean IT) **Additional Information** * Meal Voucher * Transportation Voucher or Fuel Allowance * Birthday Bonus * TotalPass * Life Insurance * Unimed Health Insurance after probation period (no monthly fee) * Uniodonto Dental Insurance after probation period * Pet Health Plan * Partnerships with educational institutions and language schools * Career Development Plan **Work Model:** On-site. **Employment Type:** CLT At **Maminfo Telecom Solutions**, we believe technology and people advance together. We deliver innovative solutions in **networks, connectivity, IT infrastructure, and telecommunications**, ensuring quality and security for enterprises, festivals, and major events across Brazil. Our purpose is to **transform how businesses and people connect**, combining **technological innovation** with human-centered, approachable service. We value **collaboration**, **creativity**, and the **continuous development** of every member of our team. Here, you’ll have the opportunity to work on challenging projects, engage with **cutting-edge technologies and digital trends**, continuously learn, and grow alongside a rapidly expanding company. If you’re looking for a dynamic environment that breathes **technology, innovation, and people**, join Maminfo and help build the future with us!