Supervisor – Technical Lead, Service Desk

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

FCamara Consulting & Training

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🛍️ eCommerce

🤖 Artificial Intelligence

Consulting • eCommerce • Artificial Intelligence

FCamara Consulting & Training is a Brazilian multinational firm specializing in digital transformation and consulting services. With over 17 years in the market, FCamara's ecosystem focuses on innovation, e-commerce, digital strategy, and the integration of technology solutions such as artificial intelligence and cybersecurity. The company collaborates with a variety of sectors including retail, healthcare, finance, and logistics, empowering more than 1,000 businesses to evolve in the digital realm.

📋 Description

• Supervise the daily activities of the senior Service Desk analyst team; • Ensure proper distribution of support queues (chat and portal), guaranteeing compliance with established SLAs; • Monitor the team's operational metrics, driving actions for continuous performance improvement; • Prepare and consolidate daily volume reports, weekly performance reports and a monthly governance report for presentation to IT management; • Conduct quality monitoring and audits of support interactions, tracking indicators such as Average Response Time (ART) and CSAT; • Serve as the technical reference for the operation, supporting the team in resolving more complex incidents and inquiries; • Act as the escalation point for critical incidents (P1 and P2), ensuring swift and effective remediation; • Validate the handoff of tickets to internal infrastructure teams and Field Services partners, ensuring requests are routed correctly; • Identify opportunities to improve operational processes, proposing actions to increase efficiency and service quality.

🎯 Requirements

• Experience supervising or technically leading Service Desk or IT Support teams; • Experience managing SLAs, operational metrics and monitoring KPIs; • Knowledge of IT Service Management processes (ITIL); • Experience managing critical incidents (P1/P2) and escalation procedures; • Experience with quality monitoring and indicators such as Average Response Time (ART), CSAT, FCR and volume metrics; • Experience with ITSM tools such as ServiceNow, Jira Service Management, GLPI, Freshservice or similar; • Analytical and organized profile, strong communication skills and demonstrated leadership ability.