IT Operations

1 semana atrás

Greater São Paulo Area, Brasil Getronics Tempo inteiro R$80.000 - R$120.000 por ano

Getronics is a global leader in technology solutions, with a team of over 4,000 colleagues across 17 countries, delivering comprehensive end-to-end services worldwide. We are committed to providing exceptional customer service, enabling our clients to focus on their core strengths while trusting their IT needs to Getronics. We have an amazing opportunity for you to join our team in the following role:
IT Operations / Service Desk Coordinator

What We Offer:

  • Medical insurance at no cost to employees
  • Dental insurance at no cost to employees
  • Flexible benefits card for both food and meal expenses
  • Home office allowance for remote positions
  • Transportation allowance for on-site or hybrid roles
  • Childcare assistance
  • Life insurance
  • Discounted therapy sessions via a psychosocial support platform
  • Partnerships with educational institutions
  • Language school discounts
  • Subsidized English classes program
  • Referral program with rewards for successful hires
  • Extended maternity leave (180 days) and paternity leave (20 days)
  • Comprehensive training as part of a robust onboarding process
  • Ongoing development opportunities via our learning platforms: NorthStar, LinkedIn Learning, and Udemy (over 80,000 courses available)
  • GetVibes – our active listening program that allows us to collect and act on feedback from all colleagues, continuously improving and developing Getronics as a company

Role Description / Sector:

As the leader of our Service Desk team, you will be primarily responsible for ensuring operational excellence, driving customer satisfaction, and guiding the development of your team in line with ITIL practices and the company's global strategy.

Responsibilities:

  • Ensure the delivery of cost-effective and high-quality services
  • Manage the scoping, design, and implementation of new service areas, technologies, or business processes and systems for new or existing clients
  • Maintain regular open communication with assigned customers and the internal team
  • Attend monthly performance reviews with customers and stakeholders, providing relevant operational input
  • Identify and act on opportunities to improve existing business processes and working methods (CSI)
  • Handle senior-level escalation management, consulting with key customers, account managers, and colleagues to provide expert guidance and support

Skills & Experience:

  • Proven experience managing a Service Desk
  • Solid understanding of IT service management and operational support models
  • Knowledge of Follow the Sun support model (desirable)
  • Strong leadership, people management, and development skills
  • Excellent customer service and stakeholder management abilities
  • Proven track record in performance-oriented operations: measuring, reporting, analyzing, and implementing corrective actions
  • Experience managing third-party relationships and expectations (OLAs)
  • Proficiency in ITIL-based process management

Education:

  • Bachelor's degree in Computer Science, Information Technology, or Engineering
  • Master's degree is considered a strong advantage

Language Requirements:

  • Fluent English (C1 level or above)
  • Spanish is a plus

What to Do Next:

If you believe you're the right person for this role, we look forward to getting to know you Please follow the instructions in the recruitment process once you're contacted. If you have any questions about this position, about Getronics as a company, or anything else, don't hesitate to get in touch with our HR team email

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