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Backoffice Team Lead | Lisboa em Lisboa, Portugal

EY

  • HíbridoMistura de escritório e remoto

Lisboa, Portugal

Location: Lisbon Other locations: Primary Location Only Salary: Competitive Date: Oct 1, 2026

Job description Requisition ID: 1748781

Missão


Liderar a operação de suporte tecnológico, garantindo a gestão eficaz da equipa de Helpdesk, a identificação contínua de oportunidades de melhoria e a coordenação da implementação de soluções que aumentem a eficiência, qualidade de serviço e satisfação dos utilizadores.


Principais Responsabilidades


  • Coordenar e supervisionar a equipa de Helpdesk, assegurando o cumprimento dos SLAs e KPIs definidos.
  • Monitorizar a gestão de tickets, prioridades, escalamentos e capacidade operacional da equipa.
  • Identificar oportunidades de melhoria em processos, ferramentas e fluxos de trabalho.
  • Recolher e documentar requisitos de negócio e funcionais.
  • Elaboração e manutenção de manuais de procedimentos.
  • Elaborar desenhos funcionais e especificações para novas soluções ou otimizações.
  • Coordenar a implementação de melhorias, garantindo alinhamento entre utilizadores, equipa técnica e stakeholders.
  • Acompanhar testes, validações e entrada em produção das soluções implementadas.
  • Produzir reporting operacional e recomendações para evolução contínua do serviço.

Perfil Pretendido


  • Experiência em gestão de equipas de suporte ou Service Desk.
  • Conhecimentos de IT Service Management (ITSM) e processos de suporte.
  • Capacidade de análise funcional e levantamento de requisitos.
  • Experiência na coordenação de iniciativas de melhoria contínua e transformação operacional.
  • Forte capacidade de comunicação, organização e gestão de stakeholders.

Competências Valorizadas


  • Experiência com ferramentas de ticketing (ServiceNow, Jira, Freshservice, Zendesk ou similares).
  • Experiência em gestão de projetos e implementação de soluções tecnológicas.

Objetivo do cargo: evoluir uma operação predominantemente reativa de gestão de tickets para um modelo proativo de melhoria contínua, assegurando a eficiência operacional e a evolução dos serviços de suporte tecnológico.


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