IT Support Services Director

Há 5 dias


Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

About the Position

As an IT Support Services Director, you will be responsible for managing a team of Jr. / Mid-Level IT Support Engineers operating in a 24/7 environment. Your primary goal is to ensure proper team scheduling and coverage, optimizing shifts to maintain continuous support.

Your Key Responsibilities:

  • Lead and manage a team of Jr. / Mid-Level IT Support Engineers;
  • Ensure proper team scheduling and coverage;
  • Track KPIs and SLAs, providing regular performance reports and insights;
  • Act as the main escalation point for high-priority issues affecting platform stability and performance;
  • Collaborate with DevOps and Engineering teams to improve incident response times and resolution processes;

About the Benefits

We offer a competitive USD-based compensation package, budgets for education, fitness, and team activities, and a selection of exciting projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.

The Requirements

  • 4+ years of experience in Project Manager roles;
  • Proven experience managing IT support teams in a 24/7 environment;
  • Experience working with technical support for e-commerce platforms (Shopify experience is a plus);
  • Strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes;
  • Ability to define and track performance metrics (KPIs, SLAs, MTTR, etc.);
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