Service Supervisor – IT

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee and assess the service performance of technicians, intervening when required;

• Suggest enhancements, corrections, and modifications to responsibilities within their purview;

• Ensure that the Court's standards and workflows are communicated to the technicians;

• Manage the execution of requests, ensuring adherence to the agreed NMS (minimum service levels) and recommending corrective and preventive measures in case of deviations or needs;

• Generate management reports and metrics in accordance with the Court's specifications;

• Conduct activities outlined in Annex III – Remote and on-site support aligned with the professional profile;

• Maintain appropriate professional conduct, discipline, respect, rules of conduct, and courtesy during service delivery by the team;

• Notify the Court regarding any issues that could hinder the smooth progress of services;

• Provide updates on request statuses upon request;

• Offer immediate support to the team and conduct training for technicians;

• Supervise the daily operations of the team;

• Undertake other responsibilities not detailed in this document but included in the Service Desk function within the ITIL framework;

• Carry out tasks of similar nature and complexity that align with the position.

⛳️ Requirements

• A minimum of one of the following qualifications in the ICT field (completed course):

• University degree

• Postgraduate degree (Lato Sensu or Stricto Sensu)

• A minimum of one of the following certifications:

• HDI Support Center Team Lead

• SDLPC™ - Service Desk Leader Professional Certificate

• ITIL Foundation with at least 10 hours of instruction

• LGPD (Brazilian Data Protection Law) focused on the public sector, with a minimum of 15 hours of instruction

• Training in incident, problem, request, and change management (ITIL)

• Hardware

• Technical proficiency in English.

🏝️ Benefits

• Commuting allowance – support for daily travel between home and workplace.

• Meal/Food Voucher – monthly credit to cover meals or purchases at designated establishments.

• Medical and Dental Assistance – comprehensive health plans ensuring quality care.

• Life Insurance – financial security for the employee and their family.

• Training and Development – ongoing training opportunities for professional advancement.

• Partnership: Sesc.