Assistente de Suporte responsible for ensuring quality support on WPLEX solutions. The role involves training users and maintaining documentation to enhance customer experience.
About the role
- Help Desk Supervisor overseeing IT support team at Switch. Responsibilities include team management, performance metrics, and support processes.
Responsibilities
- Supervise daily Help Desk operations to ensure service level targets are met.
- Coach, mentor, and support Help Desk technicians, including onboarding and ongoing development.
- Ensure first-level troubleshooting and ticket handling standards are met before escalation.
- Manage escalated and complex support issues to resolution.
- Monitor ticket queues and workflows to ensure quality, accuracy, and timely response.
- Support and improve ITIL-aligned incident and service management processes.
- Maintain and improve the Help Desk knowledge base, documentation, and procedures.
- Analyze Help Desk activity and recommend improvements to tools, workflows, and processes.
- Prepare and review daily, weekly, and monthly service metrics and performance reports.
- Partner with IT management and other technical teams to coordinate issue resolution.
- Support training needs, including development of materials and delivery of new-hire training plans.
- Participate in hiring, interviewing, and performance evaluations.
- Promote a positive, professional support experience for internal clients.
- Ensure work is performed safely and in compliance with company policies.
Requirements
- A people-focused supervisor who values consistency, quality, and accountability.
- Strong customer service mindset with the ability to handle escalations calmly.
- Clear communicator who can work effectively with technical teams and business users.
- Attention to detail and comfort managing multiple priorities.
- Willingness to work flexible hours as support needs require.
- Experience supervising or leading a Help Desk or technical support team.
- Strong understanding of IT service management and first-level support practices.
- Familiarity with ITIL concepts and incident management workflows.
- Experience supporting Apple and Microsoft endpoint environments.
- Working knowledge of Microsoft Azure, Intune, and Microsoft 365.
- Ability to mentor junior staff and support skill development.
- Strong written and verbal communication skills.
- Willingness to travel occasionally as needed.
- Bachelors degree preferred, or an associate degree with relevant experience.
- ITIL Foundation and technical certifications such as A+, Network+, Security+, MCSA, MCSE, or CCNA are preferred.
Benefits
- Generous Benefits Package - Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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