Team Leader, IT Support Operations

Voke

Team Leader in IT Support at Voke leading a technical team. Focusing on service excellence and operational client management in a collaborative work environment.

Posted 4/24/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Lead and develop the team, providing guidance, training and support needed to achieve established objectives;
Ensure delivery of high-quality services, meeting service standards and resolving issues quickly and efficiently;
Monitor and ensure compliance with Service Level Agreements (SLAs), ensuring customer satisfaction and achievement of targets;
Participate in executive meetings with the responsible client to present KPIs (monthly KPI book) and gather feedback;
Conduct 1:1, quarterly and annual feedback sessions for team members;
Control the team's operational costs, identifying opportunities to reduce expenses and ensuring efficient use of financial resources;
Manage stock and inventory control, ensuring organization, proper replenishment and optimization of resources;
Act as the primary point of contact for the responsible client, resolving all assigned matters and, when outside your authority, escalate and monitor internally until completion;
Interact with internal departments to ensure the client's operation runs according to the contracted scope, always aiming for full client satisfaction;
Create and manage Service Level and team productivity metrics.

Requirements

What you’ll need

Bachelor's degree in IT, IT Management, Computer Science, Computer Networks or related fields;
Experience managing technical IT teams;
Experience in operational management of complex clients;
Intermediate knowledge of Excel, PowerPoint, Word and other Microsoft Office tools;
Knowledge of ITSM and BI tools;
Knowledge of hardware and software;
Familiarity with ITIL methodology (preferred);
ITIL Foundation v3 or v4 certification (preferred).

Benefits

Comp & perks

Meal or Food Voucher – to keep you energized.
Health and Dental Insurance – because health is a priority.
Life Insurance – for your safety and peace of mind.
Birthday Day Off – to enjoy your special day.
Profit Sharing – if the company succeeds, you share the rewards!
Transportation Voucher – to commute to the office.
Holiday Bonus – a special year-end bonus to help with Christmas celebrations.
Zenklub – mental and emotional health support, including consultations with nutritionists.
Wellhub – to balance body and mind with physical activity programs.
OnHappy – to enjoy weekends, holidays or vacations!

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 & Tools

operational managementteam managementKPI managementstock controlinventory controlfinancial resource optimizationITSMBI toolshardware knowledgesoftware knowledge

Soft Skills

leadershipguidancetrainingsupportproblem-solvingcommunicationclient satisfactionfeedback managementcost reductionorganizational skills

Certifications

ITIL Foundation v3ITIL Foundation v4