Líder Técnico de Suporte (Belo Horizonte/MG)
Core
Coordinate daily activities of a technical support analyst team, manage incidents, monitor SLAs/KPIs, and provide technical guidance for complex issues in a modern workplace environment.
Role type
Senior Technical Support Team Lead
Builds
Secure, efficient, and collaborative digital work environments for clients
Domain
IT Support / Modern Workplace / Infrastructure
Deliverable
client delivery
Required skills
Hardware and software incident diagnosis, Windows/Active Directory/M365 administration, Network infrastructure (switches/routers), ITSM tools (ServiceNow), SLA/KPI monitoring, Team leadership and coordination
Preferred skills
ITIL best practices, Distributed support operations experience, Advanced ServiceNow knowledge
Responsibilities
Coordinate daily team activities and incident priorities, Monitor SLAs and KPIs to identify deviations, Provide technical reference and support for complex incidents, Manage IT equipment inventory, Conduct periodic site visits in Minas Gerais
Seniority
Senior, hands-on IC with leadership responsibilities