Technical Support II - Ticket Manager

Description

**Overview** --------------- We are seeking a professional to serve as a Ticket Manager, responsible for the operational management of the IT ticket queue, ensuring proper tracking of incidents, requests, and technical demands using ITSM tools. This professional will be responsible for monitoring the ticket lifecycle, prioritizing responses based on criticality and SLA, facilitating communication between technical teams and end users, and supporting the identification of continuous improvements in support and operations processes. Candidates must reside in the **São Paulo / Congonhas Airport** region. **Responsibilities and Duties** ----------------------------------- * Manage and monitor ticket queues in an ITSM tool, ensuring proper routing and handling of requests. * Track incidents, requests, and problems throughout the entire service lifecycle. * Ensure adherence to agreed-upon SLAs and KPIs with clients and internal departments. * Prioritize and escalate tickets based on impact and criticality. * Facilitate communication among end users, technical teams, and partner departments. * Support field services operations and end-user support. * Manage backlog and drive continuous improvement in service delivery processes. * Prepare operational reports and monitor performance indicators. * Support change processes, projects, testing, and crisis situations in technology environments. * Perform IT asset inventory control and management. **Requirements and Qualifications** ------------------------------ * Currently pursuing or having completed a bachelor’s degree. * Prior experience in ticket management, Service Desk, NOC, technical support, or IT operations. * Experience with ITSM tools and SLA monitoring. * Experience in Field Services and Service Desk support environments is a plus. * Behavioral traits: Resilience, focus, commitment, organization, strong communication skills, and punctuality. **What We Offer You?** ------------------------------- * Meal or Food Allowance; * Medical and Dental Assistance; * Pharmacy Benefit (discounts on medication purchases); * Gym Membership Benefit; * Life Insurance; * TIVIT Club (discounts and partnerships with top retailers); * PAC \- Career Acceleration Program; * Certification Reimbursement; * MOBIFLIX – Our corporate academy offers both in-person and online courses aligned with the latest trends in the technology market; Minimum Education Level: Bachelor’s Degree Desired Field of Study: Information Technology, Bachelor’s Degree Driver's License: Class B