Supervisor - service desk trilíngue - goiânia/go

Location

Goiânia, GO | Brazil

Job description

Undergraduate cursing or graduate;

Preferably a degree in IT or areas related to the role;

Intermediate knowledge of clear, concise and effective written and oral communication in three languages (English, Spanish, Portuguese);

Basic ITIL knowledge: Familiarity with ITIL (Information Technology Infrastructure Library) best practices and IT service management frameworks;

Basic Network Knowledge: Knowledge of network concepts such as TCP/IP, DNS, DHCP, VPN and firewalls;

Basic knowledge of Operating Systems: Familiarity with common operating systems, such as Windows, Mac OS, and Linux;

Basic knowledge in Cloud Computing: Understanding of cloud platforms such as Amazon Web Services (AWS), Microsoft Azure or Google Cloud Platform (GCP);

Basic knowledge of web technologies (JavaScript, HTML, CSS).

Supervise activities of technical support analysts;

Ensure the delivery of service with a focus on efficiency and quality;

Update a team on new product launches, services, and offers;

Update systems and controls;

Disseminate management indicators to a team;

Conduct micro-management to reduce the opening of inappropriate protocols;

Identify systemic problems and massive failures for differentiated service solutions; 

Ensure and analyze the results of common goals for a unit;

Monitor and evaluate team productivity, quality, and performance indicators;

Monitor sales in terms of volume and effectiveness;

Supervise individuals to ensure optimal working conditions for your team;

Oversee results to achieve operational indicator goals;

Conduct results meetings with the Coordinator/Manager;

Manage agents attendance (FPW) and control the hours bank, avoiding additional costs;

Execute other related activities within the role.

Job tags

Salary