Job Summary:We’re looking for a driven and experienced Service Desk Team Lead who is ready to take ownership of a high-performing support team and elevate the IT experience for users across the organization.If you’re passionate about customer service, love leading people, and thrive in fast-paced environments—this is your opportunity to shine! Responsibilities:What You’ll Do:Lead, coach, and mentor a team of IT support specialistsOversee incident and request management to ensure SLAs are metMonitor performance metrics and drive continuous improvementManage escalations and provide hands-on support for complex issuesFoster a service-oriented culture focused on excellence and accountability Skills and Experience:What You’ll Do:Lead, coach, and mentor a team of IT support specialistsOversee incident and request management to ensure SLAs are metMonitor performance metrics and drive continuous improvementManage escalations and provide hands-on support for complex issuesFoster a service-oriented culture focused on excellence and accountabilityWhat We’re Looking For:Languages: Fluent in English and Portuguese (B2+ minimum)Experience:2+ years in technical support1+ year managing Service Desk or IT support teams (5+ people)Strong leadership, communication, and problem-solving skillsCustomer-focused mindset and ability to adapt quickly to changeSolid knowledge of ITIL practices and service management toolsPreferred Qualifications:Bachelor’s degree in IT or related fieldITIL v4 Foundations Certification (required)MS365, Active Directory, CompTIA A+, or HDI certifications (nice to have)Why Join Us?Work in a dynamic and collaborative environmentBe part of a growing team where your leadership makes a real impactOpportunities for continuous learning and career development
