Vaga de Helpdesk Lead, Corporate IT

Corporate IT is the backbone of our business. Our team helps the company to develop a competitive advantage through defining our technology objectives, assessing solution options, and devising technical solutions that help us achieve both strategic goals and meet operational requirements. As a part of our team, youll help deliver seamless IT experiences and support to our internal employees by providing responsive helpdesk service, stable networks and reliable IT systems. As a Helpdesk Lead, you will be responsible for managing a team of skilled helpdesk engineers and analysts, ensuring the seamless delivery of IT support services to our diverse workforce. You will play a crucial role in maintaining the efficiency and productivity of our IT systems, fostering a positive work environment, and continuously improving our support processes. Job Description: Team Leadership: Lead and mentor a team of helpdesk engineers and analysts. Foster a collaborative and positive work environment. Conduct regular team meetings and performance reviews. Technical Oversight: Oversee day-to-day IT support operations, ensuring prompt issue resolution. Collaborate with other IT teams to address complex technical challenges. Stay updated on industry best practices and emerging technologies. Process Improvement: Identify areas for process improvement and implement efficiency measures. Develop and document IT support procedures and protocols. Work closely with stakeholders to gather feedback and enhance service delivery. Collaboration: Collaborate with regional IT teams to align strategies and goals. Liaise with department heads to understand their IT needs and provide tailored solutions. Communication and End-User Support: Ensure timely and effective communication with end-users throughout the problem resolution process. Resource Management: Manage workload distribution and skill development of team members. Coordinate training programs to keep the team updated on the latest technologies and methodologies. Documentation and Asset Management: Maintain accurate and up-to-date documentation of IT systems, processes, and configurations. Handle IT asset management and liaise with stakeholders to ensure sufficient devices for the business. Job Requirements: Diploma or degree in Computer Sciences, Information Technology, or a related field preferred. Minimum 3 years of relevant experience in a similar role. In-depth knowledge of computer hardware, software, and OS (Windows and macOS). Strong understanding of ITIL framework and best practices. Excellent communication and interpersonal skills. Demonstrated ability to lead and motivate a diverse team. Fluent in Portuguese and English. Understanding of TCP/IP, IP addressing, and LAN technology, including switching and routing fundamentals is a plus. Hands-on experience in Windows server administration and basic knowledge in Linux server administration is a plus. Professional Qualification - Microsoft Certified/CCNA is a plus. Ability to cover after-office hours and weekend support if there are any infrastructure issues or activities. Enthusiastic and willing to learn in a fluid and fast-paced environment. Passionate about IT technology and committed to making a difference with technology solutions. Good interpersonal and communication skills to interact effectively at all levels. Strong analytical and troubleshooting skills.