Corporate IT is the backbone of our business. Our team helps the company to develop a competitive advantage through defining our technology objectives, assessing solution options, and devising technical solutions that help us achieve both strategic goals and meet operational requirements. As a part of our team, you'll help deliver seamless IT experiences and support to our internal employees by providing responsive helpdesk service, stable networks and reliable IT systems.
As a Helpdesk Lead, you will be responsible for managing a team of skilled helpdesk engineers and analysts, ensuring the seamless delivery of IT support services to our diverse workforce. You will play a crucial role in maintaining the efficiency and productivity of our IT systems, fostering a positive work environment, and continuously improving our support processes.
Job Description:
* Team Leadership:
* Lead and mentor a team of helpdesk engineers and analysts.
* Foster a collaborative and positive work environment.
* Conduct regular team meetings and performance reviews.
* Technical Oversight:
* Oversee day-to-day IT support operations, ensuring prompt issue resolution.
* Collaborate with other IT teams to address complex technical challenges.
* Stay updated on industry best practices and emerging technologies.
* Process Improvement:
* Identify areas for process improvement and implement efficiency measures.
* Develop and document IT support procedures and protocols.
* Work closely with stakeholders to gather feedback and enhance service delivery.
* Collaboration:
* Collaborate with regional IT teams to align strategies and goals.
* Liaise with department heads to understand their IT needs and provide tailored solutions.
* Communication and End-User Support:
* Ensure timely and effective communication with end-users throughout the problem resolution process.
* Resource Management:
* Manage workload distribution and skill development of team members.
* Coordinate training programs to keep the team updated on the latest technologies and methodologies.
* Documentation and Asset Management:
* Maintain accurate and up-to-date documentation of IT systems, processes, and configurations.
* Handle IT asset management and liaise with stakeholders to ensure sufficient devices for the business.
Job Requirements:
* Diploma or degree in Computer Sciences, Information Technology, or a related field preferred.
* Minimum 3 years of relevant experience in a similar role.
* In-depth knowledge of computer hardware, software, and OS (Windows and macOS).
* Strong understanding of ITIL framework and best practices.
* Excellent communication and interpersonal skills.
* Demonstrated ability to lead and motivate a diverse team.
* Fluent in Portuguese and English.
* Understanding of TCP/IP, IP addressing, and LAN technology, including switching and routing fundamentals is a plus.
* Hands-on experience in Windows server administration and basic knowledge in Linux server administration is a plus.
* Professional Qualification - Microsoft Certified/CCNA is a plus.
* Ability to cover after-office hours and weekend support if there are any infrastructure issues or activities.
* Enthusiastic and willing to learn in a fluid and fast-paced environment.
* Passionate about IT technology and committed to making a difference with technology solutions.
* Good interpersonal and communication skills to interact effectively at all levels.
* Strong analytical and troubleshooting skills.