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Open nowPosted 16 days ago

Team Leader de Suporte Service Desk | São Paulo

Gupy (Portal de Vagas)74,621 open roles

Where
São Paulo, Brazil
Work mode
Hybrid
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Your applicationOpen nowTeam Leader de Suporte Service Desk | São PauloGupy (Portal de Vagas) · São Paulo, Brazil

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Gupy (Portal de Vagas)'s own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 16 days ago

The posting

Estamos em busca de um(a) Team Leader de Service Desk para atuar na Central Única de Atendimento, liderando equipes responsáveis pela operação de suporte, atendimento e gestão de chamados, garantindo excelência na experiência do cliente e cumprimento dos principais indicadores operacionais.Buscamos profissionais com sólida experiência em operações de Service Desk, capacidade analítica e visão estratégica para conduzir equipes de alta performance, transformar dados em planos de ação e apresentar resultados executivos para diferentes níveis da organização. A posição terá papel fundamental na evolução dos processos, governança operacional e melhoria contínua dos serviços prestados.Responsabilidades e atribuiçõesLiderar equipes de atendimento e suporte técnico de TI.Garantir o cumprimento dos SLAs e indicadores operacionais.Monitorar e atuar sobre métricas como:TMA (Tempo Médio de Atendimento)TME (Tempo Médio de Espera)Taxa de AbandonoTaxa de AtendimentoFCR (First Call Resolution)SLA de Atendimento e ResoluçãoProdutividade e qualidade operacionalElaborar análises críticas de performance e planos de ação.Construir e apresentar Book de resultados para gestão mensalmente.Atuar na gestão de incidentes, problemas, demandas e processos de melhoria contínua.Desenvolver e acompanhar indicadores de performance da equipe.Promover governança operacional baseada nas melhores práticas de ITSM e ITIL.Atuar de forma integrada com áreas de Field Service, Operações, Comercial e Customer Success.Requisitos e qualificaçõesPrincipais Requisitos Necessário superior completo em Gestão da Tecnologia ou área correlacionadas.Experiência comprovada em liderança de Service Desk, NOC, Central de Atendimento ou Operações de Suporte.Conhecimento avançado em indicadores operacionais e gestão de performance.Experiência com construção e apresentação de relatórios executivos.Experiência com ferramentas ITSM.Conhecimento em ITIL e boas práticas de gestão de serviços.Habilidade para análise de dados, definição de estratégias e tomada de decisão.Informações adicionaisBenefícios:Vale Refeição ou AlimentaçãoAssistência Médica e OdontológicaSeguro de VidaHappy DayParticipação nos Lucros e ResultadosVale Transporte

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