IT Support Director

Description

Job Summary: We are seeking an IT Support Director to lead support management, operations, and technology strategy, with a focus on process optimization and team leadership. Key Highlights: 1. IT Support Team Leadership and Professional Development 2. Incident Management and SLA Compliance Assurance 3. Definition of IT Support Strategies and Policies **IT Support Director** **Key Responsibilities:** * **IT Support and Operations Management** * Supervise all IT support services, including helpdesk, system maintenance, and incident management. * Ensure operational continuity and rapid resolution of technical issues. * **IT Planning and Strategy** * Define support policies and procedures aligned with the company's technology strategy. * Implement innovative solutions for support process optimization. * **Team Management** * Lead, train, and develop the IT support team, fostering a culture of excellence and collaboration. * Evaluate performance and define professional growth plans. * **Incident and SLA Management** * Monitor performance indicators (KPIs), such as ticket resolution time and user satisfaction. * Ensure compliance with internal and external service level agreements (SLAs). * **Security and Compliance** * Ensure support operations comply with information security standards and legal regulations. * Participate in backup management, disaster recovery, and business continuity. * **Stakeholder Engagement** * Communicate results, metrics, and action plans to executive leadership. * Collaborate with other departments to prioritize support needs and technological improvements. **Requirements and Qualifications:** * Bachelor’s or Master’s degree in Information Technology, Computer Engineering, or related fields; * Minimum of 8\-10 years of experience in IT, including at least 3\-5 years in a leadership role for support or operations; * Advanced knowledge of IT infrastructure, networks, systems, and information security; * Experience managing helpdesk, technical support, and SLA implementation; * Excellent leadership, communication, and problem-solving skills; * Fluency in Portuguese and English; * Availability for interventions outside regular working hours, if required. **Behavioral Competencies:** * Proactive leadership and results orientation; * Analytical thinking and ability to solve complex problems; * Ability to manage multiple priorities in dynamic environments; * Focus on user experience and continuous improvement. Compensation: €56,000.00 per year Benefits: * Meal card/voucher * Course reimbursement * Health insurance * Transportation allowance Work Location: On-site