Operations Coordinator

Jobtailor; São Paulo; Presencial; BRL 150 000 - 210 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Service Desk Manager in São Paulo to lead the support teams, oversee service delivery, and drive continuous improvement across KPIs. You will manage partner and client relationships, coordinate N1/N2 support, and ensure compliance with SOPs and policies.

The role focuses on optimizing service workflows, mentoring staff, and aligning operational activities with organizational goals.

Qualificações

• Experience managing teams.
• Basic knowledge of networking, Cloud and project management.
• Technical knowledge of Operating Systems and Microsoft Power BI.

Responsabilidades

• Supervise the service desk team and service delivery.
• Manage relationships with partners, clients and other departments.
• Map and present KPIs and reports.
• Propose and execute action plans to resolve issues and improve KPIs.
• Coordinate teams to align with organizational strategies and improve skills.
• Coordinate N1 and N2 support, ensuring proper ticket distribution.
• Monitor SLA, AHT, backlog and recurrence rates.
• Provide regular feedback and development plans.
• Review and keep SOPs and the knowledge base up to date.

Formação académica

Bachelor's degree in Computer Science, Information Systems, Systems Analysis and Development or related fields

Ferramentas

Networking

Cloud

Project Management

Operating Systems

Microsoft Power BI

Descrição da oferta de emprego

Responsibilities

• Will supervise the support teams' service delivery, leading the Service Desk team;
• Manage relationships with partners, clients and other departments related to operations;
• Map and present KPIs;
• Propose and execute action plans to resolve issues and improve quality KPIs;
• Coordinate teams based on the organization's strategies, values and guidelines, focusing on results and promoting the enhancement of the team's technical and behavioral skills;
• Propose improvements and optimizations based on market trends and new technologies;
• Coordinate N1 and N2 support teams, ensuring proper distribution of tickets and requests;
• Monitor performance indicators daily (SLA, AHT – Average Handling Time, backlog, recurrence rates, among others);
• Ensure correct prioritization of incidents and requests according to criticality and business impact;
• Validate and supervise technical support activities, ensuring quality and adherence to procedures;
• Monitor individual and team performance;
• Provide regular feedback and development plans;
• Identify technical and behavioral training needs;
• Support onboarding of new employees and continuous technical training for the team;
• Review and keep Standard Operating Procedures (SOPs) and the knowledge base up to date;
• Implement improvements in service workflows and ticket management tools;
• Ensure efficient communication between support levels (N1, N2 and N3) and other IT areas;
• Support audits and compliance reviews with internal policies and information security standards;
• Act as the technical and operational focal point with the client;
• Participate in alignment meetings and SLA review committees;
• Report metrics, deviations and corrective action plans;
• Manage work schedules, vacation planning and on-call coverage;
• Support control of overtime, operational costs and billing;
• Ensure compliance with internal and contractual policies.

Requirements

• Bachelor's degree completed or in progress in Computer Science, Information Systems, Systems Analysis and Development or related fields;
• Experience managing teams;
• Basic knowledge of networking, Cloud and project management;
• Technical knowledge of Operating Systems and Microsoft Power BI.

Hard Skills

• Networking
• Cloud
• Project Management
• Operating Systems
• Microsoft Power BI

Soft Skills

• Leadership
• Communication
• Feedback Provision
• Training Needs Identification