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.