IT Service Desk Manager
Come and transform your career in one of the biggest IT services companies in the world.
We are looking for an experienced IT professional to lead our service desk team. As a Senior Analyst-Incident, Major Incident, Service Request, you will be responsible for ensuring consistent and high-quality services to customers in line with all SLAs and KPIs.
The ideal candidate will have experience in managing service desk work teams, leading operations with thousands of users and hosts, and implementing process automation to avoid complex tickets going to human attendance.
In this role, you will:
* Manage the Helpdesk staff to ensure consistent and high-quality services to the customer.
* Maintain an effective and efficient help desk tightly linked with customer business objectives.
* Ensure continuous improvement of services provided to customers.
* Provide Problem Management system support activities.
* Implement and maintain staffing and scheduling for Helpdesk.
* Oversee the incident management process and team members involved in resolving the incident.
You will also prioritize incidents according to their urgency and influence on the business, collaborate with the incident management team to ensure that all protocols are diligently followed, and communicate with upper management if major issues are found in the IT system.
As a successful candidate, you can expect:
* Professional development and constant evolution of your skills.
* Opportunities to work outside Brazil.
* A collaborative, diverse, and innovative environment that encourages teamwork.
We offer a range of benefits, including health insurance, dental plan, life insurance, transportation vouchers, meal/food voucher, childcare assistance, and more.
At our company, we promote an inclusive culture and always work for equity. We believe in building a workplace that respects individuality and promotes diversity, equity, and inclusion.
Join us and be part of a dynamic team that values collaboration, innovation, and employee growth.