Helpdesk Lead, Corporate IT

3 semanas atrás

São Paulo, Brasil Sea Tempo inteiro

Corporate IT is the backbone of our business. Our team helps the company to develop a competitive advantage through defining our technology objectives, assessing solution options, and devising technical solutions that help us achieve both strategic goals and meet operational requirements. As a part of our team, you’ll help deliver seamless IT experiences and support to our internal employees by providing responsive helpdesk service, stable networks and reliable IT systems.


As a Helpdesk Lead, you will be responsible for managing a team of skilled helpdesk engineers and analysts, ensuring the seamless delivery of IT support services to our diverse workforce. You will play a crucial role in maintaining the efficiency and productivity of our IT systems, fostering a positive work environment, and continuously improving our support processes.


Job Description:

  • Team Leadership:
  • Lead and mentor a team of helpdesk engineers and analysts.
  • Foster a collaborative and positive work environment.
  • Conduct regular team meetings and performance reviews.
  • Technical Oversight:
  • Oversee day-to-day IT support operations, ensuring prompt issue resolution.
  • Collaborate with other IT teams to address complex technical challenges.
  • Stay updated on industry best practices and emerging technologies.
  • Process Improvement:
  • Identify areas for process improvement and implement efficiency measures.
  • Develop and document IT support procedures and protocols.
  • Work closely with stakeholders to gather feedback and enhance service delivery.
  • Collaboration:
  • Collaborate with regional IT teams to align strategies and goals.
  • Liaise with department heads to understand their IT needs and provide tailored solutions.
  • Communication and End-User Support:
  • Ensure timely and effective communication with end-users throughout the problem resolution process.
  • Resource Management:
  • Manage workload distribution and skill development of team members.
  • Coordinate training programs to keep the team updated on the latest technologies and methodologies.
  • Documentation and Asset Management:
  • Maintain accurate and up-to-date documentation of IT systems, processes, and configurations.
  • Handle IT asset management and liaise with stakeholders to ensure sufficient devices for the business.


Job Requirements:

  • Diploma or degree in Computer Sciences, Information Technology, or a related field preferred.
  • Minimum 3 years of relevant experience in a similar role.
  • In-depth knowledge of computer hardware, software, and OS (Windows and macOS).
  • Strong understanding of ITIL framework and best practices.
  • Excellent communication and interpersonal skills.
  • Demonstrated ability to lead and motivate a diverse team.
  • Fluent in Portuguese and English.
  • Understanding of TCP/IP, IP addressing, and LAN technology, including switching and routing fundamentals is a plus.
  • Hands-on experience in Windows server administration and basic knowledge in Linux server administration is a plus.
  • Professional Qualification - Microsoft Certified/CCNA is a plus.
  • Ability to cover after-office hours and weekend support if there are any infrastructure issues or activities.
  • Enthusiastic and willing to learn in a fluid and fast-paced environment.
  • Passionate about IT technology and committed to making a difference with technology solutions.
  • Good interpersonal and communication skills to interact effectively at all levels.
  • Strong analytical and troubleshooting skills.

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