Job description
Important Information
Location: Brazil
Job Mode: Full-time
Work Mode: Work from home
Job Summary
As an IT Support Manager, you will oversee the IT support team, ensuring efficient and effective resolution of technical issues. This role involves managing daily operations, providing leadership, and implementing strategies to improve service delivery and customer satisfaction.
Responsibilities and Duties
- Lead and manage the IT support team, including training, and performance evaluations;
- Advocate for process improvements leveraging technology to ensure increase in response time and resolution time;
- Develop and implement IT support policies and procedures;
- Monitor and analyze support metrics to identify areas for improvement;
- Ensure timely resolution of technical issues and escalations;
- Familiarity of operating on a world wide support team providing 24x7 support for external customers;
- Collaborate with other departments to address IT needs and support business objectives;
- Maintain up-to-date knowledge of industry trends and technologies;
- Manage IT assets and inventory;
- Prepare and present regular reports on IT support activities and performance.
Essential Skills
- Proficiency in IT support tools and software;
- Strong leadership and team management skills.
About Encora
Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.
At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
