IT Support Supervisor

About NAVA

We operate at the core of leading companies in their sectors, where technology, strategy, and operations converge. We design architectures, establish governance, and transform complexity into clarity, creating solutions that continuously drive growth, efficiency, and competitiveness.

With around 2,000 specialists, NAVA connects creative thinking, advanced engineering, and GenAI-powered technology to accelerate business results. We work in Data, Cybersecurity, Cloud, Observability, Infrastructure, Application Modernization, and Creative Innovation.

Your Challenges

We are looking for an IT Support Supervisor to manage service delivery and support operations, ensuring service quality, compliance with agreed SLAs, and customer satisfaction.

You will be responsible for leading the support team, assisting in incident resolution, promoting continuous process improvements, and ensuring operational excellence in service delivery.

Key Responsibilities

• Supervise the activities of the technical support team.
• Serve as the focal point for handling requests and tickets.
• Direct and monitor tickets, ensuring their resolution within established deadlines.
• Monitor and ensure compliance with SLAs and contracted service levels.
• Support the team in resolving complex incidents and requests.
• Manage conflicts and maintain customer relationships.
• Ensure the quality, efficiency, and standardization of service delivery.
• Promote support best practices and continuous improvement of operational processes.

Mandatory Requirements

• Minimum of 2 years of experience managing technical support or Field Services teams.
• Knowledge of Windows 10 and Windows 11.
• Knowledge of Linux.
• Knowledge of ITIL and ITSM tools.
• Experience with remote access tools.
• Knowledge of hardware, desktops, laptops, and peripherals.
• Knowledge of VPN.
• Knowledge of Microsoft 365 (Office 365).

Differentials

• Technical or Bachelor's degree in Information Technology.
• ITIL certifications.
• Experience in large corporate environments.
• Experience with metrics, SLAs, and operational support management.

Behavioral Competencies

• Customer focus.
• Strong communication and interpersonal skills.
• Ability to argue and negotiate.
• Sense of urgency and initiative.
• Organization and teamwork.
• Ability to manage and mediate conflicts.
• Leadership and people development.

NAVA Benefits

• Health Insurance
• Dental Insurance
• Meal and/or Food Vouchers
• Transportation Voucher or Mobility Allowance
• Life Insurance
• Wellhub
• Employee Referral Program
• Training and development platform
• Childcare allowance, according to current policy
• Personal assistance
• Pharmacy Card
• Partnerships offering discounts on education, services, culture, and leisure

Want to be part of it?

Submit your resume and join the NAVA team!

Send your resume to [email protected].

All our opportunities are also open to professionals with disabilities (PwD). We value diversity and inclusion, and we believe that diverse teams drive innovation and transformation.