Senior Technical Operations Manager

Service Desk ManagerThis role will lead the technical support operation, ensuring service excellence, alignment with objectives, and continuous team development.

Responsibilities include : Strategic management of the Service Desk operation.Acting as an escalation point.Resource planning and allocation.Analysis of performance indicators (KPIs and SLAs).

Client relationship management.People management.Governance and compliance.Operational risk management.Requirements for success in this role include : Proven experience in managing Service Desk operations in complex environments.Strong knowledge of IT frameworks and tools.Effective leadership, communication, and decision-making skills.Experience in managing leaders.Bilingual proficiency in English and Portuguese.Ability to work under pressure and manage multiple priorities.Results-oriented approach and strategic mindset.