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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading IT User Experience strategies, managing Digital Workplace services, and implementing continuous improvement initiatives. Proficient in Microsoft 365 and Google Workspace governance, with a strong focus on user experience and performance metrics.
Highest-signal resume keywords
ITIL 4 CertificationMicrosoft 365 AdministrationDigital Workplace ManagementUser Support Team LeadershipEndpoint Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
User Experience StrategyService Catalog ManagementPerformance Metrics ManagementDigital Experience ImprovementEndpoint Security KnowledgeData-Driven Decision-MakingDevice Lifecycle ManagementSupport Process ImplementationHybrid Environment CoordinationIdentity Management
Soft Skills
CommunicationCollaborationLeadership
Tools & Technologies
Microsoft 365Google WorkspaceITSM ToolsMDM SolutionsTelemetry Tools
Certifications & Qualifications
Bachelor’s Degree in Computer SciencePostgraduate Degree in IT ManagementITIL 4 Certification
Industry Keywords
Digital TransformationService Level IndicatorsUser SupportContinuous ImprovementOPEX/CAPEX Management
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Lead the IT User Experience (IT UX) strategy, defining metrics, indicators (SLIs, XLAs), and continuous improvement initiatives
- Manage the Digital Workplace, including Level 1 and Level 2 Service Desk, remote support, Field Services, and the Service Catalog
- Coordinate device lifecycle management, ensuring standardization, performance, security, and predictable costs
- Establish governance for collaboration and productivity platforms (Microsoft 365 and Google Workspace), promoting adoption and automation
- Serve as the liaison between users, business areas, and other IT coordination teams, ensuring alignment, communication, and a strong focus on user experience
- Coordinate the employee digital experience and personal computing environment, ensuring efficient, secure, and productivity-oriented IT services
Requirements
What you’ll need- Bachelor’s degree in Computer Science, Information Systems, or a related field
- Postgraduate degree in IT Management, Governance, or Digital Transformation
- ITIL 4 certification required
- Proven experience managing user support, workplace, or digital experience teams in medium- and large-sized corporate environments
- Hands-on experience coordinating Digital Workplace and End User Computing (EUC) services
- Experience implementing and improving support models, service catalogs, and support processes
- Experience managing performance and experience indicators, with a focus on continuous improvement and data-driven decision-making
- Strong knowledge of Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, and Intune), including administration, governance, and security
- Knowledge of Google Workspace, particularly in hybrid or complementary environments
- Experience with endpoint management: Windows, mobile devices (MDM), provisioning and standardization, patch and update management, performance and device health monitoring
- Knowledge of ITSM tools and ITIL service management best practices
- Knowledge of endpoint security and identity management (Zero Trust, hardening, and compliance)
- Preferred knowledge: ITSM, Service Catalogs, SLAs, SLIs, XLAs, telemetry, digital experience, satisfaction metrics, OPEX/CAPEX cost management, device contracts, and DEX solutions
Benefits
Comp & perks- Empresa Cidadã program: extended maternity and paternity leave
- Meal or food allowance
- Wellhub (formerly Gympass)
- Digital library platform with more than 30,000 newspaper, magazine, and e-book titles
- Life insurance
- National health insurance plan with private-room coverage (no employee contribution)
- Dental plan (no employee contribution)
- Vaccine assistance for you and your dependents (reimbursement)
- Childcare assistance for children up to 5 years and 11 months old, covering up to 70% of the current minimum wage (reimbursement)
- Home office allowance
- Partnership with SESC