Information Technology Help Desk Support - French at E-Solutions

Descrição da Função:

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Role: IT Support / Service Desk - French

Localização: Brasil

Skills: Experience with attending calls, Service NOW, Service Desk in general.

Job Summary

The Service Desk Team Lead is responsible for managing day-to-day service desk operations, ensuring optimal team performance, and delivering high-quality support services in line with agreed Service Level Agreements (SLAs) and Statements of Work (SOW). The role requires strong leadership, operational excellence, and a proactive approach to improving customer experience and service delivery.

Key Responsibilities

Operational Management

• Ensure adequate staffing levels throughout operational hours by managing shift patterns, leave schedules, and long-term absences.
• Plan, control, and monitor team activities to ensure performance targets and service standards are consistently achieved.
• Monitor service desk KPIs and SLAs, reviewing performance metrics and implementing corrective actions where necessary.
• Assist Service Desk Analysts during peak call volumes or when advanced technical expertise is required.
• Own and drive quality performance of service delivery.
• Be flexible to work in a 24/7 operational environment.

Reporting & Governance

• Produce daily, weekly, and monthly statistics and management reports.
• Monitor adherence to defined processes through call and ticket quality audits.
• Create, update, and moderate process documentation to ensure alignment with business requirements.
• Represent the Service Desk in internal and client meetings.

Leadership & Team Development

• Lead, mentor, and develop team members to enhance performance and effectiveness.
• Conduct training sessions and promote business awareness within the team.
• Serve as a strong second-line escalation point.
• Foster a culture of accountability, ownership, and continuous improvement.

Service Improvement & Client Management

• Play an active role in service desk-related change management processes.
• Define and review service targets and service levels as per SOW and business needs.
• Identify areas for operational improvement and provide strategic process enhancement inputs.
• Maintain strong relationships with senior management and clients.
• Ensure customer experience is continuously enhanced and client expectations are consistently met.

Qualifications - Essential

• Minimum Qualification: Graduate (Bachelor’s Degree).
• Experience: Relevant Service Desk / IT Support experience.
• Strong command of spoken and written English.

Desirable

• ITIL Service Operations certification or knowledge.

Skills & Competencies

• Excellent domain knowledge in Service Desk operations.
• Strong leadership and team management skills.
• Strategic thinking with analytical and problem-solving capabilities.
• Operational excellence mindset with a focus on quality.
• Strong understanding of SLA/KPI management.
• Excellent verbal and written communication skills.
• Ability to manage stakeholder expectations and client relationships.

Strong decision-making and conflict-resolution skills.

Thanks,

Informação da Vaga:

• Empresa: E-Solutions
• Cargo: Information Technology Help Desk Support - French
• Local de Trabalho: São Paulo
• País: BR

Como enviar a sua candidatura:

Após ler e compreender os critérios e requisitos mínimos explicados na informação da vaga Information Technology Help Desk Support - French at the office São Paulo acima, prepare de imediato os documentos de candidatura, tais como carta de apresentação, CV, cópia do diploma e outros anexos. Envie através do link 'Próxima Página' abaixo.