Come to one of the biggest IT Services companies in the world!! Here you can transform your career!Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment.We are looking for (Help Desk Lead) with minimum 5 years of experience who wants to learn and transform his career.Skills-Systems engineer or technologist, in computer science or related, with experience in management of service desk work teams, who meets the satisfaction levels of the support service and the deliverables necessary for service measurement, maintenance, provisioning and optimizationExperience to lead operation with more 3.000 users and 4.000 hosts, 10.000 tickets/monthExperience to lead process for automation to avoid no complex tickets goes to human attendment Systems engineer or technologist, in computer science or related, with experience in management of service desk work teams, who meets the satisfaction levels of the support service and the deliverables necessary for service measurement, maintenance, provisioning and optimizationExperience to Coordinate MIM (war rooms) and training resources to be focal point always required critical resolution Experience to lead operation with more 3.000 users and 4.000 hostsExperience to lead process for automation to avoid no complex tickets goes to human attendmentExperience to create process in order to improve scalation process, communication at managerial level and fluidity these events. Responsibility -To Manage the Helpdesk staff to ensure consistent and high quality services to the customer in line with all SLAs and KPIsTo mantain an effective and efficent help desk tightly linked with customer business objectives.Ensure continuoous improvement of services prvided to customer.Provide Problem Management system support activities.Ensure operational excellence of the Helpdesk.Implement & maintain staffing and scheduling for Helpdesk Overseeing the incident management process and team members involved in resolving the incident.Responding to a reported service incident, identifying the cause, and initiating the incident management process.Prioritizing incidents according to their urgency and influence on the business.Collaborating with the incident management team to ensure that all protocols are diligently followed.Logging all incidents and their resolution to see if there are recurring malfunctions.Adjusting the incident management process as required to ensure its effectiveness.Communicating with upper management if major issues are found in the IT system.Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks. .What can you expect from us?• Professional development and constant evolution of your skills, always in line with your interests.• Opportunities to work outside Brazil• A collaborative, diverse and innovative environment that encourages teamwork.What do we offer?TCS Benefits – Brazil:Health insuranceDental PlanLife insuranceTransportation vouchersMeal/Food VoucherChildcare assistanceGympassTCS Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social and financial assistance to associatesPartnership with SESCReimbursement of CertificationsFree TCS Learning Portal – Online courses and live trainingInternational experience opportunityDiscount Partnership with Universities and Language SchoolsBring Your Buddy – By referring people you become eligible to receive a bonus for each hireTCS Gems – Recognition for performanceXcelerate – Free Mentoring Career PlatformAt TATA Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality. Come to be a TCSer!#Buildingonbelief