Supervisor/Líder Técnico - Service Desk (Matutino) in Brazil, Indiana at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Supervisor/Líder Técnico - Service Desk (Matutino) based in Brazil.

This role offers the opportunity to lead a technical support operation, ensuring service quality, team performance, and continuous improvement across daily activities.
You will act as a technical reference for Service Desk teams, supporting analysts and helping resolve complex incidents efficiently.
The position combines people leadership, IT service management, operational monitoring, and process optimization.
You will play a key role in maintaining SLA compliance, improving user experience, and strengthening support processes.
This is an ideal opportunity for an IT professional with leadership experience who enjoys developing teams and driving operational excellence.
You will work in a collaborative technology environment focused on innovation, quality, and continuous evolution.

The Supervisor/Líder Técnico - Service Desk will be responsible for managing daily support operations, guiding technical teams, and ensuring service levels and quality standards are consistently achieved. The role requires strong leadership, analytical skills, and the ability to act as a technical escalation point. Key responsibilities include:

• Supervising daily activities of senior Service Desk analysts, providing guidance and support to ensure operational efficiency.
• Managing ticket distribution across service channels such as chat and portals, ensuring compliance with established SLAs.
• Monitoring operational indicators and KPIs, identifying improvement opportunities and implementing actions to increase team performance.
• Preparing and consolidating operational reports, including daily volume tracking, weekly performance reviews, and monthly governance reports.
• Conducting quality monitoring and service audits, evaluating indicators such as response time, customer satisfaction, first-contact resolution, and ticket volumes.
• Acting as a technical reference for the team, supporting the resolution of complex incidents and providing guidance on technical challenges.
• Managing escalation processes for critical incidents (P1/P2), ensuring fast and effective resolution.
• Validating ticket escalation to infrastructure teams and Field Services partners, ensuring accurate routing and proper follow-up.
• Identifying process improvement opportunities and proposing initiatives to increase service efficiency and quality.

The ideal candidate is an experienced IT support leader with a strong background in Service Desk operations, team management, and IT service processes. This role requires technical knowledge, leadership capabilities, and a results-oriented mindset. Required qualifications and skills include:

• Previous experience supervising or technically leading Service Desk or IT support teams.
• Experience managing SLAs, operational indicators, and performance KPIs.
• Knowledge of IT Service Management (ITIL) processes and best practices.
• Experience managing critical incidents (P1/P2) and escalation procedures.
• Experience with quality monitoring and service metrics such as TMR, CSAT, FCR, and ticket volume analysis.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, GLPI, Freshservice, or similar platforms.
• Strong analytical, organizational, and communication skills.
• Ability to lead teams, provide technical guidance, and promote continuous improvement.

Preferred qualifications include:

• ITIL Foundation certification.
• Experience managing omnichannel support operations, including chat, portals, and phone channels.
• Experience coordinating Field Services teams.
• Experience creating dashboards and executive presentations for operational reporting.

• Fully remote work model.
• Opportunity to lead and develop technical support teams.
• Professional growth opportunities within a technology-focused environment.
• Exposure to IT service management practices and operational improvement initiatives.
• Collaborative workplace culture focused on innovation, knowledge sharing, and continuous learning.
• Opportunity to contribute to projects that improve customer and user experiences.
• Inclusive environment that values diversity, respect, and professional development.