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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
