Help Desk Lead

Description

Job Summary: We are seeking an IT Technician to lead the help desk, ensuring timely and high-quality technical support to customers. Key Highlights: 1. Help desk administration and supervision 2. Establishing customer service standards and best practices 3. Training and supporting help desk analysts At Stefanini, we are more than 30,000 geniuses, connected from 43 countries, doing what we love and co-creating a better future. To continue our growth, we are currently looking for an IT Technician to work as Help Desk Lead. **Responsibilities and Duties** * Experience in help desk administration and supervision to deliver timely and accurate technical support to customers. * Establish customer service standards and best practices across the entire technical support process; follow up with customers to identify areas for improvement. * Responsible for SLA and KPI compliance. * Develop regular reports on team productivity. Train and support help desk analysts. * **Requirements and Qualifications** * Minimum 3 years of experience in similar roles. * Professional degree in Systems, Computer Science, or related fields. * ITIL methodology knowledge. * Completed degree or certification in Systems or related disciplines. * Orientation toward innovation and continuous improvement. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow—together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we are exactly what you’re looking for. Come and let’s build a better future—together!