Helpdesk Manager

ActioNet.; Teletrabalho; BRL 90.000 - 120.000; Tempo integral

Resumo da oferta

A technology solutions provider is seeking a Helpdesk Manager to oversee their 24/7 technical support operations in Brazil. The ideal candidate will manage helpdesk personnel, ensure compliance with agency service level agreements, and coordinate incident resolutions. Candidates should have a Bachelor's degree and over 5 years of experience managing IT helpdesk teams. Familiarity with ITIL practices and experience in federal helpdesk operations are preferred. This role demands strong leadership and organizational skills.

Qualificações

• 5+ years managing IT helpdesk or operations teams.
• Familiarity with ITIL practices preferred.
• ITIL certification preferred.

Responsabilidades

• Manage daily helpdesk operations and shift coverage.
• Oversee incident response, escalation, and resolution.
• Ensure compliance with agency service procedures and documentation.
• Coordinate with infrastructure and application teams.
• Monitor performance metrics and reporting.

Conhecimentos

Managing IT helpdesk teams

Incident response and escalation

Compliance with service level agreements

Performance metrics monitoring

Formação académica

Bachelor’s degree or equivalent experience

Ferramentas

Windows

Linux

IBM zSeries

Descrição da oferta de emprego

ActioNet is hiring a Helpdesk Manager who oversees the agency’s 24/7/365 technical support operations, ensuring consistent and responsive service across Tier 1–3 levels. This role manages helpdesk personnel, coordinates incident response and escalation, and ensures compliance with agency service level agreements.

Responsibilities

• Manage daily helpdesk operations and shift coverage.
• Oversee incident response, escalation, and resolution.
• Ensure compliance with agency service procedures and documentation.
• Coordinate with infrastructure and application teams.
• Monitor performance metrics and reporting.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years managing IT helpdesk or operations teams.
• Experience with Windows, Linux, and IBM zSeries environments.
• Familiarity with ITIL practices.
• Experience supporting agency or federal helpdesk operations (preferred).
• ITIL certification (preferred).

ActioNet is an equal‑opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.