IT Support Supervisor

Jobtailor; São Paulo; Presencial; BRL 180 000 - 280 000; Tempo integral

Resumo da oferta

Jobtailor seeks a seasoned IT Operations Manager to lead remote technical teams in Brazil and drive ITSM initiatives, KPI tracking, and SLA adherence. You will oversee assets, licensing, and service workflows while aligning operations with government client expectations.

We value leadership, process standardization, and a high-performance culture. This role focuses on governance, budgeting, and capacity planning within a dynamic enterprise setting.

Qualificações

• Bachelor’s degree in IT/related field required.
• Experience managing remote IT teams and monitoring KPIs.
• Operational management experience with complex/government clients is a plus.
• Intermediate Excel/PowerPoint/Word proficiency.
• Knowledge of ITSM and BI tools; hardware and software knowledge.
• Postgraduate specialization in IT Management or Leadership desirable.
• ITIL Foundation certification desirable.

Responsabilidades

• Serve as a reference point to foster alignment and a high-performance culture.
• Lead continuous improvement initiatives for IT processes, standardization and scalability.
• Manage team performance: productivity, delivery quality, and satisfaction.
• Ensure compliance with SLAs and service levels.
• Manage IT assets with control and traceability.
• Coordinate Field Service and on-site/remote support workflows.
• Execute operational escalations for critical incidents.
• Monitor KPIs and SLA indicators; propose improvements.
• Ensure adherence to internal policies, processes, and standards.
• Plan resources, capacity, and budgets; oversee multiple teams or contracts.

Conhecimentos

IT Operations Management

KPI Monitoring

ITIL Methodology

Team Leadership

Continuous Improvement

Formação académica

Bachelor’s degree in IT/Computer Science or related field

Postgraduate degree or specialization in IT Management or Leadership

Ferramentas

ITSM tools

BI tools

Microsoft Office

Descrição da oferta de emprego

• Serve as a point of reference for the team, fostering alignment, engagement, and a high-performance culture
• Lead continuous improvement initiatives for IT processes, ensuring standardization, efficiency, and scalability
• Manage team performance by monitoring productivity, delivery quality, and employee satisfaction
• Ensure compliance with agreed-upon SLAs and service levels
• Manage IT assets, ensuring control, traceability, and availability
• Administer software licensing and corporate telecommunications contracts
• Coordinate Field Service and on-site and remote support workflows
• Execute operational escalations for critical incidents
• Monitor KPIs and SLA indicators, proposing action plans and continuous improvements
• Ensure adherence to internal policies, processes, and standards
• Manage multiple teams or team leaders
• Be responsible for one or more operations/contracts
• Manage the financial and operational aspects of contracts
• Plan resources, capacity, and budgets
• Be accountable for the consolidated results of multiple operations

Requirements

• Bachelor’s degree in IT, IT Management, Computer Science, Computer Networking, or a related field
• Experience managing remote IT technical teams and monitoring KPIs
• Experience in the operational management of complex and government clients is a plus
• Intermediate proficiency in Excel, PowerPoint, Word, and other Microsoft Office tools
• Knowledge of ITSM and BI tools
• Knowledge of hardware and software
• Postgraduate degree or specialization in IT Management, Service Management, or Leadership is desirable
• Knowledge of the ITIL methodology is desirable
• ITIL Foundation v3 or v4 certification is desirable

Core Competencies

Demonstrates expertise in managing IT operations, ensuring compliance with SLAs, and leading continuous improvement initiatives. Proficient in monitoring KPIs and managing remote technical teams while fostering a high-performance culture.

Highest-signal resume keywords

• IT Operations Management
• KPI Monitoring
• ITIL Methodology
• Team Leadership
• Continuous Improvement

Hard Skills

• IT Management
• Operational Management
• Process Standardization
• Software Licensing Administration
• Contract Management
• Resource Planning
• Capacity Management
• Budget Management
• ITSM Knowledge
• BI Tools Knowledge

Soft Skills

• Team Engagement
• High-Performance Culture Fostering
• Employee Satisfaction Monitoring

Certifications & Qualifications

• ITIL Foundation v3
• ITIL Foundation v4

Industry Keywords

• SLA Compliance
• Field Service Coordination
• Operational Escalation
• IT Asset Management
• Government Clients Experience

Tools & Technologies

• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word