Supervisor – Technical Lead, Service Desk

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

📋 Description

• Oversee the daily operations of the senior Service Desk analyst team;

• Ensure effective allocation of support queues (chat and portal), maintaining adherence to established SLAs;

• Track the team's operational metrics, initiating actions for ongoing performance enhancement;

• Compile and aggregate daily volume reports, weekly performance summaries, and a monthly governance report for presentation to IT management;

• Execute quality monitoring and audits of support interactions, measuring metrics such as Average Response Time (ART) and CSAT;

• Act as the technical expert for the operation, assisting the team in addressing more intricate incidents and inquiries;

• Serve as the escalation point for high-priority incidents (P1 and P2), ensuring prompt and effective resolution;

• Confirm the proper transfer of tickets to internal infrastructure teams and Field Services partners, ensuring requests are correctly routed;

• Identify areas for enhancing operational processes, recommending actions to boost efficiency and service quality.

⛳️ Requirements

• Proven experience supervising or technically leading Service Desk or IT Support teams;

• Experience in managing SLAs, operational metrics, and tracking KPIs;

• Familiarity with IT Service Management processes (ITIL);

• Experience in managing critical incidents (P1/P2) and handling escalation procedures;

• Experience with quality monitoring and metrics such as Average Response Time (ART), CSAT, FCR, and volume metrics;

• Proficient in ITSM tools such as ServiceNow, Jira Service Management, GLPI, Freshservice, or similar;

• Analytical and organized mindset, excellent communication skills, and demonstrated leadership capabilities.

🏝️ Benefits

• Competitive salary and performance-based bonuses;

• Comprehensive health and wellness benefits;

• Opportunities for professional development and career advancement;

• Flexible working hours and remote work options;

• Engaging team culture and collaborative work environment.