Service Desk Manager

Responsibilities : As a Service Desk Manager, you will be responsible for strategically leading the technical support operation, ensuring service excellence, alignment with client objectives, and continuous team development. Your main activities will include :

Strategic management of the Service Desk operation

Acting as an escalation point

Resource planning and allocation

Performance indicator analysis (KPIs and SLAs)

Client relationship management

People management

Governance and compliance

Operational risk management

Budget and cost control of the operation

Process definition and review

Requirements and Qualifications :

Proven experience in managing Service Desk operations in complex and multicultural environments

Strong knowledge of frameworks and tools such as ITIL, ServiceNow, and ITSM

Strong leadership, communication, and decision-making skills

Experience in managing leaders

Fluency in Portuguese and English (advanced level for conversation and presentations)

Ability to work under pressure and manage multiple priorities

Strategic mindset and results-oriented approach