Helpdesk Lead, Corporate IT

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.