IT Service Operations Engineer

Meituan; São Paulo; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

An independent tech-driven brand seeks an experienced IT Onsite Service Lead to manage onsite IT service teams in Brazil. The candidate should have a Bachelor’s degree in a relevant field and at least 3 years of experience in IT service management. Responsibilities include managing desktop operations, overseeing service levels, and improving IT service quality. The role requires fluency in both Portuguese and English and excellent communication and team management skills, making it suitable for candidates with a multicultural background.

Qualificações

• Bachelor's degree or higher in Computer Science, Information Technology, or equivalent.
• At least 3 years of experience in IT service management.
• Fluency in Portuguese and English for effective communication.
• Familiar with desktop operations, asset management, and conference room operations.
• Advantage with ITIL and PMP certifications.

Responsabilidades

• Manage onsite services at offices including desktop operations and IT asset management.
• Track performance status and drive improvements on service SLAs.
• Optimize and improve the IT service experience based on employee feedback.
• Manage and develop service team members through training and performance appraisal.

Conhecimentos

Fluency in Portuguese

Fluency in English

Strong problem-solving skills

Excellent communication skills

Team management skills

Formação académica

Bachelor's degree in Computer Science or related fields

Ferramentas

ITIL

PMP

Descrição da oferta de emprego

Overview

We are seeking an experienced IT Onsite Service Lead to manage our onsite IT service teams abroad. The candidate should have the capability to handle desktop operations, asset management, conference room operations, and other related tasks. This position will ensure that all IT systems and equipment in our offices are maintained in optimal condition and that any issues are swiftly and effectively resolved.

Key Responsibilities

• Manage onsite services at offices, including but not limited to desktop operations, IT asset services and management, and maintenance of public IT services.
• Manage service SLAs, track and measure performance status, drive improvement projects, and ensure delivery quality.
• Understand the needs of onsite services through employee interviews, ticket analysis, and continuously drive the improvement of IT service experience and product experience by optimizing and iterating service processes.
• Manage service providers and service team member including but not limited to workforce planning, recruitment, skills training, daily management, performance appraisal, and personnel development and replacement.

Job Requirements

• Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields.
• At least 3 years of experience in IT service management, with overseas work experience preferred.
• Fluency in both Portuguese and English, for effective communication is preferred.
• Familiar with the processes and technologies related to desktop operations, asset management, and conference room operations.
• Advantage with ITIL and PMP certifications. Excellent communication and team management skills, capable of working in a multicultural environment.
• Strong problem-solving skills, quick response capabilities and project collaboration skills.

Job Highlights

Keeta is an independent brand of Meituan, the world’s largest tech-driven retail company. We focus on food and consumer product delivery services in international markets with the mission: "We help people eat better, live better". Established in March 2010, Meituan has helped transform the supply and demand of service and product retail across the digital landscape. As Meituan and Keeta continue to increase R&D investment and advance in new technologies, we uphold a customer-centric approach, working with our partners to provide quality services to customers.