Operations Coordinator

Role Overview

• Will supervise the support teams' service delivery, leading the Service Desk team;
• Manage relationships with partners, clients and other departments related to operations;
• Map and present KPIs;
• Propose and execute action plans to resolve issues and improve quality KPIs;
• Coordinate teams based on the organization's strategies, values and guidelines, focusing on results and promoting the enhancement of the team's technical and behavioral skills;
• Propose improvements and optimizations based on market trends and new technologies;
• Coordinate N1 and N2 support teams, ensuring proper distribution of tickets and requests;
• Monitor performance indicators daily (SLA, AHT – Average Handling Time, backlog, recurrence rates, among others);
• Ensure correct prioritization of incidents and requests according to criticality and business impact;
• Validate and supervise technical support activities, ensuring quality and adherence to procedures;
• Monitor individual and team performance;
• Provide regular feedback and development plans;
• Identify technical and behavioral training needs;
• Support onboarding of new employees and continuous technical training for the team;
• Review and keep Standard Operating Procedures (SOPs) and the knowledge base up to date;
• Implement improvements in service workflows and ticket management tools;
• Ensure efficient communication between support levels (N1, N2 and N3) and other IT areas;
• Support audits and compliance reviews with internal policies and information security standards;
• Act as the technical and operational focal point with the client;
• Participate in alignment meetings and SLA review committees;
• Report metrics, deviations and corrective action plans;
• Manage work schedules, vacation planning and on-call coverage;
• Support control of overtime, operational costs and billing;
• Ensure compliance with internal and contractual policies.

Requirements

• Bachelor's degree completed or in progress in Computer Science, Information Systems, Systems Analysis and Development or related fields;
• Experience managing teams;
• Basic knowledge of networking, Cloud and project management;
• Technical knowledge of Operating Systems and Microsoft Power BI.

Tech Stack

• Cloud

Benefits

• Meal and/or food voucher to cover grocery and meal expenses
• Medical and dental insurance to support your and your family’s health
• Pharmacy partnerships for discounts on medications
• Childcare allowance according to current policy
• Partnership with SESC for a variety of cultural and leisure programs
• Partnerships for language studies, technology training and course platforms
• Payroll-deductible loan with attractive rates plus a financial education program
• Corporate University and learning paths with diverse content on technology, soft skills, market trends and more
• Employee referral program with potential rewards and bonuses
• Group life insurance