Service Desk Supervisor

Jobtailor; Rio de Janeiro; Presencial; BRL 60 000 - 90 000; Tempo integral

Resumo da oferta

Jobtailor in Brazil is seeking a capable leader to head a technical support team, delivering high-quality service to users and resolving incidents quickly.

You will monitor team performance, prepare reports for management, and foster collaboration across departments. Fluent English is required; ITIL certification and a degree in IT are preferred.

Qualificações

• Experience supervising technical support teams.
• Familiar with Service Desk tools.
• Strong leadership, teamwork and communication skills.
• Fluent English; ITIL certification or training preferred.

Responsabilidades

• Lead a team of technical support analysts.
• Ensure high-quality service to users.
• Resolve problems and incidents quickly and effectively.
• Monitor and analyze team performance indicators.
• Prepare performance reports and present results to management.

Conhecimentos

Team supervision

Leadership

Communication

Problem solving

Analytical thinking

Performance monitoring

Incidents management

Report preparation

Formação académica

Bachelor's degree in Information Technology or related field

ITIL Certification

Ferramentas

Service Desk tools

Descrição da oferta de emprego

Responsibilities

• Lead a team of technical support analysts
• Ensure high-quality service to users
• Resolve problems and incidents quickly and effectively
• Monitor and analyze team performance indicators
• Prepare performance reports and present results to management

Requirements

• Previous experience supervising technical support teams
• Knowledge of Service Desk tools
• Leadership and teamwork skills
• Excellent communication and problem-solving abilities
• Degree in Information Technology or related fields
• ITIL certification or training
• Fluent English is required

Hard Skills

• Performance Monitoring
• Incident Resolution
• Problem Solving
• Report Preparation

Soft Skills

• Communication
• Teamwork

Certifications & Qualifications

• ITIL Certification