
Technical Support Team Lead
3 semanas atrás
Role- Team Lead
Location: Sao Paulo, Brazil
Key Responsibilities
- Ensure staffing levels are maintained during operational hours, adjusting shift patterns, holidays, and extended absences
- Plan, control, and monitor team activities to optimize performance and ensure goals and standards are met
- Track performance targets to ensure compliance and regularly review goals
- Generate reports and management statistics
- Represent the service desk in meetings
- Take responsibility for team training and business awareness
- Communicate and build relationships with senior management
- Play an active role in the change management process related to the Service Desk
- Support analysts and frontline staff during call volume peaks or when additional expertise is needed
- Create, moderate, and monitor process documentation, ensuring adherence through call and ticket audits
- Proactively define goals and service levels in line with the Statement of Work (SOW) and business requirements
- Identify areas for improvement
Essential
Minimum: Postgraduate degree; 2–5 years of experience; fluent in English
Desirable
ITIL service operations knowledge
Skills & Expertise
- Strong domain knowledge is a must
- Maturity and experience to manage team members and act as a strong second line
- Analytical ability to provide strategic input for process improvement (operational excellence)
- Ownership of service quality performance
- Willingness to work 24/7
- Lead, guide, and develop team members for success
- Focus on enhancing customer experience and overall service delivery
- Meet customer expectations and process metrics
- Excellent verbal and written communication skills
- Should be fluent in Portuguese+Spanish+English language
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