Supervisor de Suporte
Core
Lead and develop a technical support team to ensure service quality, SLA compliance, and effective prioritization of customer demands in a technology-driven environment.
Role type
Senior IC support operations supervisor
Builds
Support operations and customer service reliability
Domain
IT Service Management / Technical Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
People leadership, operational management, performance analysis, incident coordination, continuous improvement, ITSM process knowledge, SLA management, data analysis, conflict management, prioritization
Preferred skills
ITIL certification, experience with ERP or mission-critical systems, knowledge of NPS/CSAT metrics, BI tools proficiency
Technologies
Ticket management platforms, Service Desk platforms, BI tools
Responsibilities
Supervise and guide the Support team to meet SLAs and quality standards; Plan and organize support demand flow based on criticality and capacity; Monitor and analyze operational indicators (SLA, response times, backlog, CSAT); Identify bottlenecks and establish action plans for improvement; Coordinate response to critical incidents and escalations; Manage customer conflicts and dissatisfaction cases; Ensure adherence to ITSM practices and maintain knowledge bases; Manage team performance through coaching and development; Collaborate with Infrastructure and other teams to address root causes; Prepare management reports on operational performance and risks.
