User Support Coordinator, Offices & Service Desk

Casa dos Ventos Energias Renováveis

. Coordinate the support team’s daily activities, distributing tickets and priorities between remote and field support for offices and power plants .

Posted 10/5/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITSM/ITIL best practices, particularly in Incident Management and Service Request Management, while effectively leading and developing support teams. Proficient in configuring and integrating GLPI with inventory tools and automating workflows to enhance operational efficiency.

Highest-signal resume keywords

ITIL/ITSM ProcessesGLPI AdministrationTeam LeadershipGoogle Workspace KnowledgeUser Technical Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementService Request ManagementProblem ManagementAccess ManagementGLPI ConfigurationAutomated WorkflowsInventory ControlWindows SupportActive DirectoryVPN Connectivity

Soft Skills

Technical GuidanceKnowledge SharingFeedback Provision

Tools & Technologies

GLPIOCS InventoryGoogle ChatWebhooksApps Script

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Service DeskField ServicesOperational DashboardsService KPIsStandard Operating Procedures

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Coordinate the support team’s daily activities, distributing tickets and priorities between remote and field support for offices and power plants
Implement and maintain ITSM/ITIL best practices for Incident Management, Service Request Management, Problem Management, and Access Management
Ensure compliance with deadlines, SLAs, Standard Operating Procedures, and Information Security policies
Act as the escalation point of contact for critical incidents affecting corporate users and power plant operations
Develop the team through technical guidance, feedback, and knowledge sharing
Lead the evolution and optimization of ITSM as the central support platform
Establish streamlined mechanisms for submitting support tickets
Create automated workflows for recurring requests, such as password resets, access provisioning, and software installation
Configure and maintain ITSM integrations with hardware and software inventory tools
Implement inventory control for parts, peripherals, and hardware replacements in the ITSM platform
Configure request, multilevel approval, and access auditing workflows
Create and maintain a knowledge base with procedures and playbooks, promoting self-service
Develop and maintain operational dashboards for agent management, workload allocation, and the elimination of rework
Monitor and report service KPIs to management on a monthly basis
Identify bottlenecks and propose continuous improvements to the user journey and support infrastructure

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Systems, Computer Networks, Engineering, or a related field
Solid experience (typically 5+ years) in user technical support, Service Desk, or Field Services
Proven prior experience leading teams or coordinating IT operations
Advanced hands-on experience administering and configuring GLPI, including creating business rules and automations
Strong practical experience with and application of ITIL/ITSM processes
Knowledge of the Google Workspace ecosystem
General knowledge of supporting end-user environments: Windows, Active Directory, local computer networks, and VPN/power plant connectivity
Experience integrating GLPI with OCS Inventory or similar automated inventory tools
ITIL Foundation certification
Experience with bots and automated support, including Google Chat, Webhooks, Apps Script, and integration APIs
Intermediate English proficiency for technical documentation

Benefits

Comp & perks

Competitive benefits package
Learning and development opportunities