Help Desk Supervisor

Description

Position Summary: We are seeking an experienced Help Desk Supervisor to coordinate request handling, evaluate incidents, ensure team productivity, and promote innovation and continuous learning. Key Highlights: 1. Leads and coordinates the handling of requests at Help Desk Level 1 and Level 2. 2. Evaluates team productivity and ensures team training. 3. Promotes innovation and continuous learning in a global environment. Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds, connected from 41 countries, doing what we love and co\-creating a better future. You definitely don’t want to miss this opportunity! 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 requests assigned to the Help Desk (Level 1 and Level 2\) by reviewing tickets assigned to analysts. * Track requests (requests and incidents) registered and assigned to analysts in the IT service management platform. * Evaluate recurrence of incidents and requests received by the Help Desk to identify problems within the IT Service Center. * Assess Help Desk operators’ productivity by submitting weekly management indicators. * Develop weekly service indicators to provide visibility into operational workload at the Help Desk. * Ensure execution of training sessions to guarantee knowledge standardization across the Help Desk team. * Ensure implementation of the Known Errors knowledge base, which the Help Desk will consult to deliver timely responses to user requests. **Requirements and Qualifications** * Education: Technical or University degree in Systems and/or Computer Science. * Experience: Minimum of 4 years in similar roles as Help Desk Supervisor. * Intermediate-level office software proficiency. * Knowledge of performance indicators. * Team leadership experience. * ITSM tool proficiency (Jira \- ServiceNow). Are you 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 build a better future with us!