Supervisor de Suporte

📋 Description

• Supervise and guide the Support team, ensuring customer requests are handled according to SLAs
• Plan and organize the flow of support demands based on criticality, business impact, priority, and
• Monitor and analyze operational indicators such as SLA compliance, response and resolution times
• Identify deviations, bottlenecks, recurring issues, and major operational challenges, establishing
• Coordinate the response to critical incidents, escalations, and high-impact customer situations
• Ensure correct escalation and follow-up of requests directed to other support levels, Sustaining

🎯 Requirements

• Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, Business
• Professional experience in systems support operations, Service Desk, Help Desk, or
• Previous experience leading, supervising, or coordinating support teams.
• Knowledge of ITSM processes and best practices.
• Experience managing and monitoring service-level agreements (SLAs).
• Experience analyzing performance, productivity, quality, and customer satisfaction indicators.

🎁 Benefits

• Fully remote work, with flexibility for hybrid arrangements where applicable.
• Health insurance for employees and dependents, with no monthly premium.
• Dental insurance for employees and dependents, with no monthly premium.
• Meal and food allowance.
• TotalPass membership.
• Emotional health and wellbeing program for employees and dependents.