Profile: Professional with experience in team coordination, help desk operations, and IT services; responsible for supervising operations, monitoring the status of open cases, and managing incidents associated with the assigned project. Track and control the project. Support operational and technical tasks to ensure compliance with established SLAs. Define action plans and/or service improvement plans for the assigned service. Analyze metrics and manage IT services Responsibilities: Coordinate the help desk team and ensure high-quality user support Supervise adherence to processes Prepare and present monthly reports Monitor the performance of teams associated with the project Identify opportunities for process improvement Participate in meetings and sessions with the client Requirements: Academic Qualifications: Professional degree in Systems Engineering, Electronics, or Telecommunications Professional registration (license) currently valid is desirable Experience: 3 years leading technological help desk teams A valid motorcycle driver’s license (Class A2) is mandatory; Class B1 license is desirable. Working Hours: The regular support shift runs Monday through Saturday, covering 7 hours daily between 8:00 AM and 5:00 PM. During this period, the entire volume of tickets (incidents and requests) will be managed. On-Call Availability: Staff must maintain a rotating on-call schedule exclusively for handling HIGH-PRIORITY CRITICAL INCIDENTS between 7:00 PM and 10:00 PM. Position Type: Full-time