Supervisor – Technical Lead, Service Desk

FCamara Consulting & Training

Supervising Service Desk operations while guaranteeing quality and compliance with SLAs. Mentoring team members in technical incident resolution and process improvement.

Posted 7/22/2026full-timeRemote • Brasil, 🇧🇷 BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in supervising Service Desk teams, managing SLAs, and utilizing IT Service Management processes to enhance operational efficiency. Proficient in quality monitoring and incident management, with strong analytical and communication skills.

Highest-signal resume keywords

Service Desk SupervisionSLA ManagementITIL KnowledgeCritical Incident ManagementQuality Monitoring

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operational Metrics ManagementKPI MonitoringAverage Response Time (ART)Customer Satisfaction (CSAT)First Contact Resolution (FCR)Volume Metrics Analysis

Soft Skills

Strong Communication SkillsDemonstrated Leadership AbilityAnalytical ProfileOrganizational Skills

Tools & Technologies

ServiceNowJira Service ManagementGLPIFreshservice

Industry Keywords

IT Service ManagementOperational ProcessesEscalation Procedures

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Supervise the daily activities of the senior Service Desk analyst team;
Ensure proper distribution of support queues (chat and portal), guaranteeing compliance with established SLAs;
Monitor the team's operational metrics, driving actions for continuous performance improvement;
Prepare and consolidate daily volume reports, weekly performance reports and a monthly governance report for presentation to IT management;
Conduct quality monitoring and audits of support interactions, tracking indicators such as Average Response Time (ART) and CSAT;
Serve as the technical reference for the operation, supporting the team in resolving more complex incidents and inquiries;
Act as the escalation point for critical incidents (P1 and P2), ensuring swift and effective remediation;
Validate the handoff of tickets to internal infrastructure teams and Field Services partners, ensuring requests are routed correctly;
Identify opportunities to improve operational processes, proposing actions to increase efficiency and service quality.

Requirements

What you’ll need

Experience supervising or technically leading Service Desk or IT Support teams;
Experience managing SLAs, operational metrics and monitoring KPIs;
Knowledge of IT Service Management processes (ITIL);
Experience managing critical incidents (P1/P2) and escalation procedures;
Experience with quality monitoring and indicators such as Average Response Time (ART), CSAT, FCR and volume metrics;
Experience with ITSM tools such as ServiceNow, Jira Service Management, GLPI, Freshservice or similar;
Analytical and organized profile, strong communication skills and demonstrated leadership ability.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account FCamara Consulting & Training Website LinkedIn All Job Openings 1001 - 5000 employees 🛍️ eCommerce 🤖 Artificial Intelligence Consulting
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Artificial Intelligence FCamara Consulting & Training is a Brazilian multinational firm specializing in digital transformation and consulting services. With over 17 years in the market, FCamara's ecosystem focuses on innovation, e-commerce, digital strategy, and the integration of technology solutions such as artificial intelligence and cybersecurity. The company collaborates with a variety of sectors including retail, healthcare, finance, and logistics, empowering more than 1,000 businesses to evolve in the digital realm. Supervisor – Technical Lead, Service Desk Job not on LinkedIn 🔥 29 minutes ago 🇧🇷 Brazil – Remote ⏰ Full Time 🟠 Senior 🧑‍💻 Full-stack Engineer 🗣️🇧🇷🇵🇹 Portuguese Required ITSM ServiceNow Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Supervise the daily activities of the senior Service Desk analyst team;
Ensure proper distribution of support queues (chat and portal), guaranteeing compliance with established SLAs;
Monitor the team's operational metrics, driving actions for continuous performance improvement;
Prepare and consolidate daily volume reports, weekly performance reports and a monthly governance report for presentation to IT management;
Conduct quality monitoring and audits of support interactions, tracking indicators such as Average Response Time (ART) and CSAT;
Serve as the technical reference for the operation, supporting the team in resolving more complex incidents and inquiries;
Act as the escalation point for critical incidents (P1 and P2), ensuring swift and effective remediation;
Validate the handoff of tickets to internal infrastructure teams and Field Services partners, ensuring requests are routed correctly;
Identify opportunities to improve operational processes, proposing actions to increase efficiency and service quality. 🎯 Requirements
Experience supervising or technically leading Service Desk or IT Support teams;
Experience managing SLAs, operational metrics and monitoring KPIs;
Knowledge of IT Service Management processes (ITIL);
Experience managing critical incidents (P1/P2) and escalation procedures;
Experience with quality monitoring and indicators such as Average Response Time (ART), CSAT, FCR and volume metrics;
Experience with ITSM tools such as ServiceNow, Jira Service Management, GLPI, Freshservice or similar;
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