IT SUPPORT MANAGER

About the Position

KAVE is a global brand in home furniture and decoration design, dedicated to inspiring unique and nonconformist individuals like us.

The furniture and decoration industry is the third largest retail industry globally. The potential is enormous, and we aim high. We are a group of over 1,100 international, talented, and motivated professionals, with the mission of completely transforming the experience from design to the customer, offering excellent quality-price ratio and sustainable designs, as well as a top-notch omnichannel shopping 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 scope over application support, workplace, hardware, accesses, and onboarding and offboarding processes.

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

Responsibilities

• 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 the management of tickets in Jira, prioritizing incidents and requests according to criticality and impact.

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

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

• Coordinate the resolution of complex cases with other internal areas and with external providers or 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 reports on activity, productivity, service quality, SLA compliance, evolution of ticket typologies, and improvement opportunities in the area.

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

• Control and administer the life cycle of company 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.

Requirements

• 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, oriented to processes, operational control, and continuous improvement.

• Experience in budget management, licenses, or corporate technological assets.

• Leadership, organization, and communication skills.

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

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

• Valuable experience in retail, e-commerce, or multi-channel companies.

We Offer

• 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 of professional development and growth within the organization.

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

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

• Access to an attractive compensation policy, which includes a flexible remuneration plan with options such as health insurance, restaurant card, transportation card, and childcare.

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

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

About the Company

KAVE is a global brand in home furniture and decoration design, dedicated to inspiring unique and nonconformist individuals like us. We are a group of over 1,100 international, talented, and motivated professionals, with the mission of completely transforming the experience from design to the customer, offering excellent quality-price ratio and sustainable designs, as well as a top-notch omnichannel shopping journey.