Service Desk Manager

1 semana atrás

São Leopoldo, Brasil HCLTech Tempo inteiro

Responsibilities:

As a Service Desk Manager, you will be responsible for strategically leading the technical support operation, ensuring service excellence, alignment with client objectives, and continuous team development. Your main activities will include:

  • Strategic management of the Service Desk operation
  • Acting as an escalation point
  • Resource planning and allocation
  • Performance indicator analysis (KPIs and SLAs)
  • Client relationship management
  • People management
  • Governance and compliance
  • Operational risk management
  • Budget and cost control of the operation
  • Process definition and review

Requirements and Qualifications:

  • Proven experience in managing Service Desk operations in complex and multicultural environments
  • Strong knowledge of frameworks and tools such as ITIL, ServiceNow, and ITSM
  • Strong leadership, communication, and decision-making skills
  • Experience in managing leaders
  • Fluency in Portuguese and English (advanced level for conversation and presentations)
  • Ability to work under pressure and manage multiple priorities
  • Strategic mindset and results-oriented approach

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