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 ourselves. As a global furniture and decoration industry leader, we aim high with enormous potential. With a team of over 1,100 international, talented, and motivated professionals, our mission is to completely transform the experience from design to the customer, offering excellent quality-price ratio and sustainable designs, along with a top-notch omnichannel shopping journey.

To keep pace 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 using Jira as the primary ticketing tool, with a focus on 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 individual will play 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 ticket management in Jira, prioritizing incidents and requests based on 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 manage the lifecycle 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 towards 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, access, and onboarding and offboarding processes.
• Experience in international structures with internal teams and external resources.
• Valuable experience in retail, e-commerce, and 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 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 to an attractive compensation policy, which includes a flexible remuneration plan with options such as health insurance, meal card, transportation card, and childcare.
• Have access to daily support services, such as catering, fresh fruit available every morning, and a canteen area.
• Have access to 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 ourselves. As a global furniture and decoration industry leader, we aim high with enormous potential. With a team of over 1,100 international, talented, and motivated professionals, our mission is to completely transform the experience from design to the customer, offering excellent quality-price ratio and sustainable designs, along with a top-notch omnichannel shopping journey.