IT Field Support Supervisor

Há 5 dias


São Paulo, São Paulo, Brasil Publicis Groupe Tempo inteiro R$80.000 - R$120.000 por ano

Overview

The IT Field Support Supervisor is responsible for coordinating and delivering high-quality IT services, ensuring operational continuity of infrastructure, and driving user satisfaction. This role oversees a team of IT Agents, manages projects, and acts as a key liaison between local operations, corporate IT, and external vendors.

Responsibilities

IT Operations & Infrastructure

  • Ensure continuity and availability of IT infrastructure across all Brazil locations.
  • Provide IT support and technical guidance for business projects and technology needs.
  • Oversee IT asset management and compliance with corporate standards for equipment acquisition.

Project & Service Management

  • Plan, execute, and monitor IT initiatives, ensuring adherence to cost, time, and quality requirements.
  • Lead special IT projects and ensure compliance with service level agreements (SLAs).

Team Leadership & Development

  • Manage, coach, and evaluate IT Agents, ensuring effective performance and role readiness.
  • Develop training and development plans to strengthen technical and professional skills within the IT team.

Stakeholder & Vendor Management

  • Serve as primary liaison between Brazil operations, the Costa Rica site, and the U.S. IT department.
  • Partner with corporate IT teams and external vendors to align on needs, requirements, and solutions
    .

Continuous Learning & Improvement

  • Stay current with emerging technologies through training, conferences, and professional development.

Qualifications

  • Bachelor's degree in Information Technology or related field.
  • Project Management certification preferred.
  • ITIL certification preferred.
  • Minimum 3 years of experience as a Supervisor or Help Desk Coordinator in a multinational company.
  • Advanced English (oral, written, and comprehension).

Skills & Knowledge

  • Strong analytical, problem-solving, communication, teamwork, and customer service skills.
  • Expertise in infrastructure availability, hardware and software support, network administration, security, and business requirements analysis.
  • Proficiency in MS Office 365 Suite; knowledge of ServiceNow preferred

Additional Information


• On-site work.


• Monday to Friday, from 9:00 a.m. to 12:00 p.m. and from 1:30 p.m. to 6:00 p.m.


• Life, health, and dental insurance, meal vouchers, and transportation vouchers.


• Wellhub Pharmacy agreement and birthday day off.



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