Corporate IT is the backbone of our business. Our team helps the company to develop a competitive advantage through defining our technology objectives, assessing solution options, and devising technical solutions that help us achieve both strategic goals and meet operational requirements. As a part of our team, you’ll help deliver seamless IT experiences and support to our internal employees by providing responsive helpdesk service, stable networks and reliable IT systems. As a Helpdesk Lead, you will be responsible for managing a team of skilled helpdesk engineers and analysts, ensuring the seamless delivery of IT support services to our diverse workforce. You will play a crucial role in maintaining the efficiency and productivity of our IT systems, fostering a positive work environment, and continuously improving our support processes. Job Description: * Team Leadership: * Lead and mentor a team of helpdesk engineers and analysts. * Foster a collaborative and positive work environment. * Conduct regular team meetings and performance reviews. * Technical Oversight: * Oversee day\-to\-day IT support operations, ensuring prompt issue resolution. * Collaborate with other IT teams to address complex technical challenges. * Stay updated on industry best practices and emerging technologies. * Process Improvement: * Identify areas for process improvement and implement efficiency measures. * Develop and document IT support procedures and protocols. * Work closely with stakeholders to gather feedback and enhance service delivery. * Collaboration: * Collaborate with regional IT teams to align strategies and goals. * Liaise with department heads to understand their IT needs and provide tailored solutions. * Communication and End\-User Support: * Ensure timely and effective communication with end\-users throughout the problem resolution process. * Resource Management: * Manage workload distribution and skill development of team members. * Coordinate training programs to keep the team updated on the latest technologies and methodologies. * Documentation and Asset Management: * Maintain accurate and up\-to\-date documentation of IT systems, processes, and configurations. * Handle IT asset management and liaise with stakeholders to ensure sufficient devices for the business. Job Requirements: * Diploma or degree in Computer Sciences, Information Technology, or a related field preferred. * Minimum 3 years of relevant experience in a similar role. * In\-depth knowledge of computer hardware, software, and OS (Windows and macOS). * Strong understanding of ITIL framework and best practices. * Excellent communication and interpersonal skills. * Demonstrated ability to lead and motivate a diverse team. * Fluent in Portuguese and English. * Understanding of TCP/IP, IP addressing, and LAN technology, including switching and routing fundamentals is a plus. * Hands\-on experience in Windows server administration and basic knowledge in Linux server administration is a plus. * Professional Qualification \- Microsoft Certified/CCNA is a plus. * Ability to cover after\-office hours and weekend support if there are any infrastructure issues or activities. * Enthusiastic and willing to learn in a fluid and fast\-paced environment. * Passionate about IT technology and committed to making a difference with technology solutions. * Good interpersonal and communication skills to interact effectively at all levels. * Strong analytical and troubleshooting skills.