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    Helpdesk Lead, Corporate IT - São Paulo, Brasil - Sea

    Sea
    Sea São Paulo, Brasil

    há 1 dia

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    Descrição
    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, you'll 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.
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