Helpdesk Lead

Sea; São Paulo; On-site; BRL 120,000 - 180,000; Full time

Job summary

Sea is seeking a proactive Helpdesk Lead to manage a team of skilled engineers and analysts, delivering reliable IT support to our diverse internal workforce.

You will drive operational excellence, oversee incident resolution, and collaborate with regional IT teams to align strategies while mentoring staff and improving processes. This role requires strong ITIL knowledge, hands-on Windows Server and basic Linux, and excellent communication across all levels.

Qualifications

• 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.
• Hands-on Windows server administration and basic knowledge in Linux server administration is a plus.
• Ability to cover after-office hours and weekend support if there are any infrastructure issues or activities.

Responsibilities

• Lead and mentor a team of helpdesk engineers and analysts.
• Foster a collaborative and positive work environment.
• Conduct regular team meetings and performance reviews.
• 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.
• 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.
• Collaborate with regional IT teams to align strategies and goals.
• Liaise with department heads to understand their IT needs and provide tailored solutions.
• Ensure timely and effective communication with end-users throughout the problem resolution process.
• Manage workload distribution and skill development of team members.
• Coordinate training programs to keep the team updated on the latest technologies and methodologies.
• 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.

Skills

Leadership

Team leadership

Communication

Interpersonal skills

ITIL

Troubleshooting

Analytical

Learning agility

Problem solving

Education

CCNA certification

Microsoft Certification

Tools

Windows Server

Linux Server

TCP/IP networking

LAN switching & routing

Windows/macOS

Job description

About the Team

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.

About the Team

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.

Requirements

• 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.
• 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.