Supervisor de Suporte

Accountabilities: Supervise and guide the Support team, ensuring customer requests are handled according to SLAs, priorities, and established quality standards. Plan and organize the flow of support demands based on criticality, business impact, priority, and available team capacity. Monitor and analyze operational indicators such as SLA compliance, response and resolution times, backlog, ticket volume, productivity, resolution rates, and customer satisfaction. Identify deviations, bottlenecks, recurring issues, and major operational challenges, establishing and monitoring action plans to improve results. Coordinate the response to critical incidents, escalations, and high-impact customer situations, ensuring the appropriate teams are involved and communication remains effective. Ensure correct escalation and follow-up of requests directed to other support levels, Sustaining, Infrastructure, or other responsible areas. Manage customer conflicts and dissatisfaction cases, seeking solutions that preserve service quality and the customer relationship. Ensure adherence to ITSM practices, particularly incident, request, and problem management processes. Promote standardization and continuous improvement of support and service processes. Ensure the creation, maintenance, and effective use of knowledge bases, procedures, and operational documentation. Manage team performance through regular follow-ups, feedback, coaching, and technical and behavioral development. Collaborate with Services, Sustaining, Infrastructure, and other teams to identify and address the root causes of recurring problems. Monitor customer satisfaction indicators and coordinate initiatives to continuously improve the support experience. Prepare and present analyses covering operational performance, risks, trends, and improvement opportunities. Support initiatives and projects aimed at evolving services, processes, and customer experience. Requirements Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, Business Administration, Technology Management, or a related field. Professional experience in systems support operations, Service Desk, Help Desk, or technical/functional support. Previous experience leading, supervising, or coordinating support teams. Knowledge of ITSM processes and best practices. Experience managing and monitoring service-level agreements (SLAs). Experience analyzing performance, productivity, quality, and customer satisfaction indicators. Familiarity with ticket management and Service Desk platforms. Knowledge of incident, request, problem, and escalation management processes. Experience structuring and maintaining operational documentation and knowledge bases. Ability to analyze data and prepare management reports and performance indicators. Strong people leadership skills, including the ability to coach, engage, develop, and monitor team performance. Customer-oriented mindset focused on quality, resolution, and positive customer experiences. Clear and assertive communication skills when interacting with teams, customers, and different organizational areas. Strong analytical and problem-solving capabilities, with the ability to identify causes and direct appropriate solutions. Good prioritization and decision-making skills, particularly in situations involving urgency, criticality, and business impact. Conflict management skills and maturity when handling critical situations and customer dissatisfaction. Strong organization, planning, collaboration, and results-oriented skills. Proactive mindset and commitment to continuous improvement. Nice to have: ITIL knowledge or certification. Nice to have: Experience in technology, software, ERP, or mission-critical systems environments. Nice to have: Experience with customer experience indicators such as NPS and CSAT. Nice to have: Knowledge of BI tools and dashboards. Nice to have: Experience in the supplementary healthcare sector or knowledge of health insurance operator processes. Benefits Fully remote work, with flexibility for hybrid arrangements where applicable. Health insurance for employees and dependents, with no monthly premium. Dental insurance for employees and dependents, with no monthly premium. Meal and food allowance. TotalPass membership. Emotional health and wellbeing program for employees and dependents. Life insurance. Birthday month day off. Education assistance. Home office allowance. Transportation allowance. Parking assistance. Supportive and relaxed work environment. Culture focused on innovation, excellence, commitment, and teamwork. Opportunities to grow within a company undergoing significant development. Inclusive environment that welcomes professionals from diverse backgrounds and experiences.