TESISQUARE, with 30 years of experience, founded in Bra (CN) and active nationally and internationally, is a technology partner specialized in the design and implementation of collaborative digital ecosystems in supply chain management processes. The company is constantly engaged in the implementation of innovative platforms and solutions to support the entire digital transformation lifecycle. TESISQUARE's approach is based on the Values of Respect, Transparency, Accountability, Customer Centricity, Team Work, and Innovation, with a focus on own People.
We offer a dynamic, young and growing environment with the following benefits:
* Hourly flexibility;
* Training & Certification with LMS Platform.
In view of strengthening our TMS Industry Customer Service Desk team, we are looking for a:
Service Desk Team Leader
The selected candidate will join the TMS (Transportation Management System) Team and will be responsible for supporting customers by carrying out the following activities:
* Provide supervision and mentoring to the second-level service desk team.
* Monitor team performance, manage escalations, and ensure compliance with SLAs (Service Level Agreements).
* Offer technical and procedural support to the team, helping them develop skills and improve service quality.
* Ensure adherence to Incident Management, Service Request, Major Incident, and Change Control processes.
* Optimize processes, identify areas for improvement, and implement best practices to increase efficiency.
* Create and maintain documentation, ensuring compliance with company policies, procedures, and security guidelines.
* Collaborate with other teams such as first-level help desk, Application Maintenance, and Delivery to streamline issue resolution, facilitate communication, and ensure smooth operations.
Requirements for the role:
* At least 5 years of experience in a similar role, preferably in the supply chain sector, with solid knowledge of logistics and transportation processes.
* Experience in IT support, ideally with skills in team management or mentoring.
* Strong troubleshooting skills for common IT issues, with excellent command of ticketing systems and SQL language.
* Excellent interpersonal and leadership skills.
* Customer-focused and problem-solving mindset.
* Strong organizational skills and attention to detail, with the ability to manage multiple priorities simultaneously while ensuring high service quality.
* Excellent written and spoken English.
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