Líder de helpdesk

Tata Consultancy Services; Londrina; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

Tata Consultancy Services is looking for a Help Desk Lead to manage their helpdesk team, ensuring high-quality service delivery in line with SLAs and customer needs. This mid-senior level role is ideal for someone committed to operational excellence and continuous improvement within an inclusive culture. You'll oversee incident management while fostering team motivation and communication.

Serviços

Health insurance

Life insurance

Gympass

Psychological assistance (24 hrs/day)

Reimbursement of Certifications

Free TCS Learning Portal

Discount Partnerships with Universities

Recognition for performance

Free mentoring career platform

Qualificações

• Experience managing service desk teams with high satisfaction levels.
• Experience leading operations with over 3,000 users.
• Knowledge in automation processes to manage ticket resolutions.

Responsabilidades

• Manage Helpdesk staff ensuring quality services aligned with KPIs.
• Oversee incident management processes and communication with management.
• Implement staffing and scheduling to maintain operational excellence.

Conhecimentos

Advanced English

Strong communication skills

Team motivation

Understanding of KPIs

Formação académica

Systems Engineer or Technologist in Computer Science

Descrição da oferta de emprego

Direct message the job poster from Tata Consultancy Services

Join one of the biggest IT Services companies in the world! Here you can transform your career!

Why join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment.

We are looking for a Help Desk Lead, who wants to learn and transform their career.

In this role you will:

• Manage the Helpdesk staff to ensure consistent and high-quality services to the customer in line with all SLAs and KPIs.
• Maintain an effective and efficient help desk tightly linked with customer business objectives.
• Ensure continuous improvement of services provided to the customer.
• Ensure operational excellence of the Helpdesk.
• Implement & maintain staffing and scheduling for the Helpdesk.
• Oversee the incident management process and team members involved in resolving the incident.
• Respond to reported service incidents, identify the cause, and initiate the incident management process.
• Prioritize incidents according to their urgency and influence on the business.
• Collaborate with the incident management team to ensure that all protocols are diligently followed.
• Log all incidents and their resolution to identify recurring malfunctions.
• Adjust the incident management process as required to ensure its effectiveness.
• Communicate with upper management if major issues are found in the IT system.
• Manage the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

Language: Advanced English

And much better if you stand out for:

• Systems Engineer or Technologist in Computer Science or related field.
• Experience managing service desk teams and ensuring support service satisfaction levels.
• Experience leading operations with more than 3,000 users and 4,000 hosts, handling 10,000 tickets per month.
• Experience leading automation processes to prevent non-complex tickets from reaching human attendance.
• Experience coordinating MIM (war rooms) and training resources to act as a focal point for critical resolutions.
• Experience creating processes to improve escalation procedures, managerial communication, and workflow fluidity.

Good to have:

• Good understanding of creating runbooks.
• Strong communication skills at a managerial level.
• Ability to motivate teams to enhance operations.
• Commitment to maintaining a high-performing team.
• Well-organized and capable of tracking KPIs effectively.

<<<< Please attach resume in English >>>>>

What do we offer? TCS Benefits in Brazil:

• Health insurance
• Life insurance
• Gympass
• TCS Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social, and financial assistance to associates
• Partnership with SESC
• Reimbursement of Certifications
• Free TCS Learning Portal – Online courses and live training
• International experience opportunity
• Discount Partnership with Universities and Language Schools
• Bring Your Buddy – By referring people, you become eligible to receive a bonus for each hire
• TCS Gems – Recognition for performance
• Xcelerate – Free Mentoring Career Platform

At TATA Consultancy Services we promote an inclusive culture, and we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, and Ethnicity. All our opportunities are based on these principles. We implement various actions for inclusion and social responsibility to build a TCS that respects each person. Our motto is “Inclusion without exception.” Join us and become a TCSer!

RGS: 9920662

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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