Help Desk Supervisor

Description

Position Summary: We are seeking an experienced Help Desk Supervisor to coordinate request handling, evaluate productivity, and ensure service quality. Key Highlights: 1. Coordinate and supervise the handling of help desk requests (Level 1 and Level 2). 2. Evaluate operator productivity and develop management indicators. 3. Lead training initiatives to standardize team knowledge. Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds, connected from 41 countries, doing what they love and co\-creating a better future. You definitely don’t want to miss out! Help Desk Supervisor! Why will we choose you? Because the challenges you’ll take on reflect your ambitions! **Responsibilities and Authorities** * Coordinate timely handling of help desk requests (Level 1 and Level 2\) by reviewing tickets assigned to analysts. * Monitor tickets (requests and incidents) registered and assigned to analysts in the IT service management platform. * Assess incident and request recurrence reaching the help desk to identify problems within the IT service center. * Evaluate help desk operator productivity, submitting weekly management indicators. * Develop weekly service indicators to provide visibility into operational workload at the help desk. * Ensure delivery of training sessions to standardize knowledge across the help desk team. * Guarantee implementation of the known-error knowledge base, to be consulted by the help desk for timely user request resolution. **Requirements and Qualifications** * Education: Technical or University degree in Systems Engineering and/or Computer Science. * Experience: Minimum of 04 years in similar roles as Help Desk Supervisor. * Intermediate-level office software proficiency. * Knowledge of performance indicators. * Team leadership experience. * ITSM tool expertise (Jira \- ServiceNow). Looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms 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’re exactly what you’re looking for. Come and let’s build a better future—together!