IT Support Manager

• Previous experience in managing support teams, service desk, or customer service.

• Knowledge and use of ticketing tools, ideally Jira.

• Ability to manage complex incidents and coordinate escalations efficiently.

• Experience in monitoring SLAs, KPIs, and operational reporting.

• Analytical profile, process-oriented, operational control, and continuous improvement.

• Experience in managing budgets, licenses, or corporate technological assets.

• Leadership, organizational, and communication skills.

• Experience or knowledge in managing workplace services, application support, access, and onboarding and offboarding processes.

• Experience in international structures with internal teams and external resources.

• Valuable experience in retail, e-commerce, and multichannel companies.

• Join a company in full expansion, with a solid, ambitious, and constantly evolving project.

• Be part of a dynamic and collaborative environment, with real possibilities for professional development and growth within the organization.

• Participate in a project with a strong focus on innovation, excellence, and long-term value creation.

• Enjoy modern, sustainable facilities designed to promote well-being and collaboration.

• Access an attractive compensation policy, which includes a flexible compensation plan with options such as health insurance, restaurant card, transport card, and daycare.

• Have access to day-to-day support services, such as catering, fruit available every morning, and a canteen area.

• Have access to a gym in the offices, with 24/7 availability.

KAVE is a global brand in furniture and home decor design, dedicated to inspiring unique and unconventional people like us.

The furniture and decor industry is the third-largest retail industry worldwide. The potential is enormous and we aim high. We are a group of over 1,100 international, talented, and motivated professionals, with the mission to completely transform the experience from design to the customer, offering an excellent quality-price ratio and sustainable designs, as well as a top-tier omnichannel purchasing journey.

To keep up with our expansion, we need extraordinary people to help us achieve extraordinary challenges.

We are looking for an IT Support Manager to lead the operational support area, ensuring efficient management of incidents, requests, and escalations through Jira as the main ticketing tool, with a scope that includes support for applications, workplace, hardware, access, and onboarding and offboarding processes.

This is a highly relevant position within the organization, with direct responsibility over a significant portion of the area's budget, including the management of corporate licenses and hardware. The selected person will play a key role in defining processes, operational control, and continuous service improvement in a corporate, retail, and international environment.

• Lead and develop the internal support team, also coordinating collaboration with external resources within a mixed service model, to ensure effective, homogeneous, and aligned attention with the area's objectives.

• Supervise ticket management in Jira, prioritizing incidents and requests according to criticality and impact.

• Monitor SLAs, response times, resolution times, and service quality.

• Analyze ticket typologies, incident recurrence, and main causes to drive corrective and preventive actions.

• Coordinate the resolution of complex cases with other internal areas and with suppliers or external resources when necessary.

• Standardize processes, workflows, and operational documentation within the support environment.

• Drive improvements in Jira, automations, workflows, and classification criteria to optimize operations, reduce manual tasks, and improve service traceability.

• Prepare periodic reporting on activity, productivity, service quality, SLA compliance, ticket typology evolution, and area improvement opportunities.

• Manage the budget associated with the support area, including corporate licenses and hardware.

• Control and administer the lifecycle of the company's licenses.

• Manage the provision, renewal, and assignment of office hardware, such as laptops and other devices.

• Support the team in training, adoption of best practices, and professional development.