Operations Coordinator

Quality Digital

. Supervise support team operations, leading the Service Desk team .

Posted 10/7/2026full-timeRio de Janeiro • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing support team operations, optimizing performance indicators, and implementing action plans to enhance service quality. Proficient in coordinating technical support teams and ensuring compliance with internal and contractual policies.

Highest-signal resume keywords

Team ManagementPerformance MonitoringKPI MappingTechnical Support CoordinationProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

NetworkingCloud ComputingProject ManagementOperating Systems KnowledgeMicrosoft Power BI

Soft Skills

CommunicationLeadershipFeedback ImplementationTraining Needs Identification

Tools & Technologies

Ticket Management Tools

Industry Keywords

Service Desk OperationsSLA ManagementIncident ManagementCompliance ReviewsSupport Workflows

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Supervise support team operations, leading the Service Desk team
Manage relationships with partners, clients, and other departments involved in operations
Map and present KPIs
Propose and implement action plans to resolve issues and improve quality KPIs
Coordinate teams with a focus on results and enhancing technical and behavioral competencies
Propose improvements and optimizations based on trends and new technologies
Coordinate N1 and N2 support teams, ensuring the appropriate distribution of tickets and requests
Monitor performance indicators, including SLA, average handling time (AHT), backlog, and repeat incidents
Ensure incidents and requests are prioritized according to criticality and impact
Validate and supervise technical support services
Monitor individual and team performance, provide feedback, and implement development plans
Identify training needs and support the onboarding of new employees
Review operating procedures and the knowledge base
Implement improvements to support workflows and ticket management tools
Ensure communication among N1, N2, and N3 support levels and other IT departments
Support audits and compliance reviews
Serve as the technical and operational point of contact for the client
Participate in alignment meetings and SLA committees
Report metrics, deviations, and corrective action plans
Support strategic initiatives and ensure compliance with contracted services
Manage schedules, vacations, and on-call coverage
Support the monitoring of overtime, operating costs, and billing
Ensure compliance with internal and contractual policies

Requirements

What you’ll need

Bachelor's degree completed or in progress in Computer Science, Information Systems, Systems Analysis and Development, or a related field
Experience managing teams
Basic knowledge of networking, cloud computing, and project management
Technical knowledge of operating systems and Microsoft Power BI is a plus

Benefits

Comp & perks

Environment conducive to learning and professional growth
Performance evaluations and feedback focused on continuous development
Meal and/or food allowance
Health and dental insurance
Pharmacy benefits with discounts on medications
Childcare assistance in accordance with current policy
Partnership with SESC offering cultural and leisure activities
Partnerships for language and technology studies, as well as access to a course platform
Payroll-deducted loans at attractive rates
Financial education program
Corporate University and learning pathways
Referral program with opportunities for prizes and bonuses
Group life insurance