CX & Support Manager

Jobtailor; São Paulo; Presencial; BRL 180 000 - 260 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil seeks an experienced IT Support Manager to lead Level 1 and 2 operations across multiple clients. You will ensure incident handling, SLA adherence, and continuous process improvement while developing KPIs and fostering team growth.

The role emphasizes leadership, budgeting, and the design of efficient operational processes to sustain service excellence.

Qualificações

• Bachelor's degrees in Systems & Computer Engineering, Computer Science or IT or related field.
• Postgraduate degree or MBA preferred.
• 9+ years of experience in IT support leadership.
• Experience managing teams and IT support projects.
• Proven ability to meet SLAs and performance metrics.

Responsabilidades

• Lead Level 1 and Level 2 IT support operations for multiple clients.
• Ensure incidents, requests, and inquiries are handled within SLAs.
• Foster continuous process improvement and operational continuity.
• Develop and monitor KPIs to support decision-making.
• Manage budgets and resources for IT support teams.
• Define operational process scope and drive innovation.

Conhecimentos

Leadership

Team Management

Change Facilitation

Problem Solving

Customer Experience Focus

Formação académica

Bachelor's degree in Systems and Computer Engineering

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Postgraduate Degree or MBA Preferred

Ferramentas

Linux Environments

Windows Environments

Incident Management Software

Descrição da oferta de emprego

• Ensure excellence in customer experience and service
• Strategically lead support and maintenance operations
• Manage Level 1 and Level 2 support operations for multiple clients
• Ensure the handling of incidents, requests, and inquiries
• Ensure operational continuity, SLA compliance, and continuous process improvement
• Participate in the design and definition of operational process scope
• Manage business continuity activities aligned with management strategy
• Manage incidents within agreed service levels
• Ensure infrastructure and IT practices comply with applicable standards and regulations
• Foster innovation and develop technology evolution strategies
• Manage service requests in accordance with contractual terms, conditions, and scope
• Develop and manage KPIs to support operational and strategic decision-making
• Monitor team performance and identify opportunities to improve efficiency, knowledge, and productivity
• Lead, motivate, guide, and develop the technical and functional team
• Assign and monitor team responsibilities
• Manage resources, personnel, and operational and project costs
• Monitor departmental spending and costs and take action on budget variances
• Promote knowledge sharing and the exchange of best practices
• Propose growth opportunities for team members
• Facilitate change processes and actions to overcome obstacles

Requirements

• Bachelor's degree in Systems and Computer Engineering, Computer Science, Information Technology, or a related field
• Additional training relevant to the role
• Postgraduate degree or MBA preferred
• More than 9 years of experience in the role
• Experience managing teams
• Experience leading IT support projects and teams
• Experience meeting SLAs and service performance metrics
• Experience leading systems support teams in Linux and Windows environments

Core Competencies

Demonstrates expertise in managing Level 1 and Level 2 IT support operations, ensuring SLA compliance and operational continuity while fostering team development and innovation. Proficient in developing KPIs and leading teams in both Linux and Windows environments to enhance customer experience and service delivery.

Highest-signal resume keywords

• IT Support Management
• SLA Compliance
• Team Leadership
• KPI Development
• Linux and Windows Environments

Hard Skills

• Incident Management
• Service Request Management
• Operational Process Design
• Continuous Process Improvement
• Budget Management
• Performance Monitoring
• Business Continuity Management
• Technical Team Development
• Service Performance Metrics
• Customer Experience Excellence

Soft Skills

• Leadership
• Motivation
• Change Facilitation
• Knowledge Sharing
• Problem Solving

Certifications & Qualifications

• Bachelor's Degree in Systems and Computer Engineering
• Bachelor's Degree in Computer Science
• Bachelor's Degree in Information Technology
• Postgraduate Degree or MBA Preferred

Industry Keywords

• IT Support
• Operational Continuity
• Service Level Agreements
• Incident Handling
• Process Improvement