Tech Support Manager

At a time of rapid growth in operations and internationalization, a relevant retail group seeks a Tech Support Manager to ensure the availability and support of the company’s IT services.

You will have the purpose of managing the area and teams focused on providing the best service experience for internal and external customers.

Main responsibilities:

• Create and develop strategies to ensure that investments in IT support ensure maximum availability, efficiency and positive impact on the organization’s business;
• Support from corporate infrastructure to network and communication services for the customer service area in the units, operations and offices;
• Manage teams, defining development and succession plans, controlling productivity and performance, and ensuring alignment between individual, area and Business objectives;
• Promote the improvement of the area’s internal processes based on the identification of flaws in the service process, creation of action plans and constant monitoring of indicators;
• Provide guidance and guidance to N1, N2 and N3 support teams;
• Conduct the area’s management routines, focused on service, performance, quality and continuous improvement metrics;
• Direct support teams, performing incident management procedures, with strong performance in process improvements;
• Carry out the planning and monitoring of projects in the area, sizing resources, evaluating deadline demands and the risks involved.

Requirements:

• Higher Education in Technology areas;
• Solid knowledge in Service Desk solutions;
• Experience with Technical Support Management N1, N2, N3;
• Domain of technological resources (software, hardware and infrastructure);
• Knowledge in BPM solutions and agile methodologies;
• Background in IT operation processes (ITIL, Cobit);
• Mobility to greater Porto Alegre/RS.