Service Supervisor – IT
Location
Brazil
Posted
15 hours ago
Salary
R$7.5K / month
Seniority
Senior
Job Description
Service Supervisor – IT
WYNTECH SRL
• Monitor and evaluate technicians' service performance, intervening when necessary; • Propose improvements, corrections, and adjustments to activities under their responsibility; • Ensure that the Court's standards and workflows are disseminated to the technicians; • Coordinate the execution of requests, keeping them within the agreed NMS (minimum service levels) and proposing corrective and preventive actions in case of deviations or needs; • Produce management reports and indicators according to the Court's requirements; • Perform the activities listed in Annex III – Remote and on-site support compatible with the professional profile; • Ensure appropriate professional conduct, discipline, respect, rules of conduct and courtesy in service delivery by the team; • Inform the Court about any issues that may prevent the proper progress of services; • Provide updates on the status of requests whenever requested; • Provide immediate support to the team; conduct training for technicians; • Supervise the team's daily activities; • Perform other activities not listed in this document but provided for in the Service Desk function within the ITIL framework; • Perform tasks of the same nature and degree of complexity that are compatible with the position.
Job Requirements
- Minimum one of the following qualifications in the ICT area (completed course):
- University degree
- Postgraduate degree (Lato Sensu or Stricto Sensu)
- Minimum one of the following certifications:
- HDI Support Center Team Lead
- SDLPC™ - Service Desk Leader Professional Certificate
- ITIL Foundation with a minimum of 10 hours of instruction
- LGPD (Brazilian Data Protection Law) with emphasis on the public sector, minimum 15 hours of instruction
- Training in incident, problem, request and change management (ITIL)
- Hardware
- Technical English.
Benefits
- Commuting allowance – assistance for daily travel between residence and workplace.
- Meal/Food Voucher – monthly credit to cover meals or purchases at accredited establishments.
- Medical and Dental Assistance – health plans with broad coverage, ensuring quality care.
- Life Insurance – financial protection for the employee and their family.
- Training and Development – continuous training for professional growth.
- Partnership: Sesc.
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