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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