Key skills
Change Management
About this role
Role Overview
- Monitor and evaluate technicians' service performance, intervening when necessary;
- Propose improvements, corrections, and adjustments to activities under their responsibility;
- Ensure that the Court's standards and workflows are disseminated to the technicians;
- Coordinate the execution of requests, keeping them within the agreed NMS (minimum service levels) and proposing corrective and preventive actions in case of deviations or needs;
- Produce management reports and indicators according to the Court's requirements;
- Perform the activities listed in Annex III – Remote and on-site support compatible with the professional profile;
- Ensure appropriate professional conduct, discipline, respect, rules of conduct and courtesy in service delivery by the team;
- Inform the Court about any issues that may prevent the proper progress of services;
- Provide updates on the status of requests whenever requested;
- Provide immediate support to the team; conduct training for technicians;
- Supervise the team's daily activities;
- Perform other activities not listed in this document but provided for in the Service Desk function within the ITIL framework;
- Perform tasks of the same nature and degree of complexity that are compatible with the position.
Requirements
- Minimum one of the following qualifications in the ICT area (completed course):
- University degree
- Postgraduate degree (Lato Sensu or Stricto Sensu)
- Minimum one of the following certifications:
- HDI Support Center Team Lead
- SDLPC™
- Service Desk Leader Professional Certificate
- ITIL Foundation with a minimum of 10 hours of instruction
- LGPD (Brazilian Data Protection Law) with emphasis on the public sector, minimum 15 hours of instruction
- Training in incident, problem, request and change management (ITIL)
- Hardware
- Technical English.
Benefits
- Commuting allowance – assistance for daily travel between residence and workplace.
- Meal/Food Voucher – monthly credit to cover meals or purchases at accredited establishments.
- Medical and Dental Assistance – health plans with broad coverage, ensuring quality care.
- Life Insurance – financial protection for the employee and their family.
- Training and Development – continuous training for professional growth.
- Partnership: Sesc.