Helpdesk Lead, Corporate IT

About the role

We are looking for a Helpdesk Lead to manage a team of skilled engineers and analysts who provide seamless IT support to our internal workforce. You will ensure efficient service delivery, maintain system stability, and continuously improve support processes.

Key responsibilities

• Lead, mentor, and evaluate a team of helpdesk engineers and analysts.
• Oversee daily IT support operations and ensure prompt issue resolution.
• Identify and implement process improvements to increase efficiency.
• Collaborate with regional IT teams and department heads to align strategies and address specific needs.
• Communicate effectively with end‑users throughout the problem‑resolution lifecycle.
• Manage workload distribution, skill development, and training programs.
• Maintain up‑to‑date documentation of systems, processes, and configurations.
• Handle IT asset management and ensure adequate device availability.

Required profile

• Diploma or degree in Computer Science, IT or related field (preferred).
• Minimum 3 years of experience in a similar helpdesk leadership role.
• Fluent in Portuguese and English.
• Strong communication and interpersonal abilities.
• Ability to work after office hours when needed.

Required skills

• Computer hardware, software and operating systems (Windows, macOS).
• ITIL framework knowledge.
• TCP/IP, IP addressing, LAN technology, switching and routing fundamentals.
• Windows Server administration.
• Basic Linux Server administration.
• Microsoft certifications (e.g., MCSA) – a plus.
• CCNA certification – a plus.