SUPERVISOR SERVICE DESK

Description

At Vivo Vita, we have a passion: transforming the lives of our employees so that their work experience is unique! We seek to transform talent into results, creativity into practice, and expectations into reality within a collaborative, flexible, integrated, and people-focused work environment! We are committed to providing our employees with all the technology and training needed to enhance their technical and behavioral skills. Come digitalize your DNA with us!! **Responsibilities and duties** * Responsible for coordinating and overseeing all activities performed by Service Desk employees using the client's ITSM tool * Responsible for establishing and improving area management processes; * Responsible for managing employee competencies; * Interface with other departments * Map process improvements in support services * Responsible for incident management * Responsible for preparing reports * Participate in meetings * Ensure customer service meets defined standards * Monitor and manage KPIs / SLAs **Requirements and qualifications** * Experience in a Service Desk team * Knowledge of ITSM tools * Knowledge of ITIL * Leadership competency **Additional information** * **Benefits for a Vitalent:** * Meal allowance (Pluxee Benefits); * Medical and dental assistance (extendable to dependents), * Life insurance; * Private pension plan * An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps; * A dynamic, collaborative, and innovative environment: to keep pace with the market and continue innovating, our rhythm is fast and our learning curve is steep. We are a company of the Telefônica Group, the telecommunications leader in Brazil. We operate with the purpose of **Digitalizing to Connect** people, businesses, and society as a whole—building a more connected nation and transforming the lives of Brazilians. We aim to expand autonomy, personalization, and real-time choices for our customers, placing them in control of their digital lives—with security, reliability, and the quality only Vivo delivers. To make this possible, we lead a digital transformation process and are revolutionizing our company from within. We have implemented agile methodologies across the entire organization, seeking to connect with the most innovative and collaborative ways of working. We foster a diverse and inclusive environment that stimulates creativity, drives innovation, and increases engagement. We believe that **diversity**—in people, experiences, cultures, behaviors, skills, and attitudes—is a key differentiator, reflecting the society in which we live. We have a robust internal program grounded in the pillars of Gender, LGBTI\+, Race, Persons with Disabilities (PcD), and 50\+ to ensure a more inclusive culture and a more diverse, representative workplace. We are a **technology** company, inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. Currently, **we connect approximately 357.5 million internet and mobile/landline telephony accesses, as well as subscription TV.** As a reference in 4G mobile telephony and ultra-high-speed fixed broadband, we offer subscription TV with the largest number of HD channels in the market and countless online applications. To ensure our customers enjoy the best experience with our services, we have our Engineering and Customer Service teams. The Engineering team’s mission is to explore new technologies, plan Vivo’s network, and drive technological expansion for our products and infrastructure. The Customer Service team ensures speed and quality in repair, installation, and maintenance of B2B and B2C customer lines across fixed, mobile, and TV networks. Through consistent projects and planning, we implement the company’s technological evolution, enhancing network capacity. We believe the path to delivering the best experience to our customers begins with a great experience for our employees. **\#VemPraVivo**