Technical Support Supervisor

Description

Job Summary: We are seeking a Technical Support Coordinator / Manager to lead and structure the technical support area, with focus on organization, processes, KPIs, and team development. Key Highlights: 1. Strategic leadership of the technical support area 2. Focus on organization, processes, and operational excellence 3. Opportunity for growth and a structured career development plan **Technical Support Supervisor** * São José dos Campos – SP * Total – Integrated Communication Management * CLT employment regime **About Total** We are Total – Integrated Communication Management, a company specialized in: TotalPhone (Cloud Telephony) TotalMessage (Official WhatsApp and automations) TotalSolutions (Corporate Telecom) TotalTech (Infrastructure and IT) We are in a phase of consolidation and structured growth, focusing on organization, processes, and operational excellence. **About the position** We are looking for a Technical Support Coordinator / Manager to lead our team and structure the technical support area with emphasis on: * Organization * Processes * KPIs * Technical quality * Team development This position assumes leadership of the area at a strategic moment of internal evolution. **Key Responsibilities** * People Management * Lead technical team (L1 / L2\) * Conduct weekly 1:1 meetings * Develop technical training plans * Foster a culture of accountability and autonomy * Operational Management * Implement and monitor SLAs * Organize ticket queue * Structure technical SOPs * Reduce rework * Track performance indicators * Technical Management * Supervise VoIP / SIP environments * Basic knowledge of Asterisk * Networking (TCP/IP, NAT, Firewall) * Support strategic technical decisions **Requirements** ***Mandatory:*** * Prior experience leading technical support teams * Experience in IT or Telecom * Knowledge of VoIP / SIP * Basic knowledge of Asterisk * Networking knowledge (TCP/IP, NAT, Firewall) * Experience managing SLAs ***Preferred:*** * Experience with Cloud PABX * Linux * Monitoring (Zabbix) * Experience in telecom companies **Behavioral Profile** ***We are looking for someone who is:*** * Organized * Analytical * Process-oriented * Firm in accountability * Calm under pressure * Data-driven **Compensation and Benefits** * Starting salary: R$ 4\.500 (CLT), with progression within the first 3 months. * Growth opportunity \- structured career development plan * Transportation Allowance or Transit Benefit \- via Caju Benefícios * Meal Allowance \- via Caju Benefícios * Health insurance \- after 6 months of employment * Dental insurance \- after 6 months of employment * Telemedicine * Wellhub/Gympass Job Type: Full-time, Permanent CLT Pay: starting from R$4\.500.00 per month Benefits: * Medical assistance * Dental assistance * Corporate agreements and commercial discounts * Life insurance * Meal allowance * Food allowance * Transportation allowance Work location: On-site