VTEX is seeking an IT Operations Coordinator to lead the strategic management of our technology assets and support services. This role focuses on ensuring the availability, efficiency, and governance of our global device lifecycle and access controls. You will be central to maintaining our operational standards in a challenge-driven, collaborative environment.
What You'll Do
- Lead the IT Operations team with a focus on device lifecycle management and on-site support for physical offices.
- Ensure accurate global inventory control of notebooks, monitors, and all end-user devices.
- Plan hardware refresh cycles, replacement of obsolete equipment, and proper disposition of retired assets.
- Anticipate demand based on headcount movements and generate forecasts for future purchases.
- Oversee the full asset lifecycle from procurement and distribution to maintenance and decommissioning.
- Manage device-related service requests, ensuring SLA compliance and service quality.
- Supervise first-level technical support in the São Paulo and Rio de Janeiro offices.
- Coordinate remote support for additional locations, ensuring consistency of global service delivery.
- Drive continuous improvement of user experience and support automation for recurring requests.
- Execute access provisioning and deprovisioning processes aligned with IAM-defined workflows and controls.
- Ensure SLA compliance and accuracy of access records.
- Collaborate with the security team on audits and periodic access reviews.
- Monitor performance and satisfaction metrics such as SLA, NPS, and backlog.
- Recommend improvements to support processes, inventory management, and asset governance.
- Ensure adherence to internal policies and established security and governance standards.
What We're Looking For
- Experience coordinating IT Operations, Service Desk, or technical support teams.
- Proficiency with ITSM tools such as Jira Service Management and Zendesk.
- Familiarity with IT asset management (ITAM) processes and ITIL best practices.
- Knowledge of access management (IAM) and identity governance fundamentals.
- Intermediate or advanced English skills for interaction with global teams.
- Strong leadership skills, operational organization, and a focus on service excellence.
- Based in São Paulo and willing to follow a 4x1 in-office work schedule.
Technical Stack
- Jira Service Management
- Zendesk
Team & Environment
You will lead the IT Operations team within a collaborative, challenge-driven company culture.
Benefits & Compensation
- Annual profit-sharing program and equity eligibility
- Health, dental, and life insurance with national coverage provided by VTEX
- Annual budget for professional development in Tech
- Language development incentive program for English, Spanish, and Portuguese
- Flexible meal allowance
- Extended parental leaves
- Child-care assistance
- Flexible work schedule
- Financial assistance to build your work-from-home setup
- Wellness program
- Free shipping on 1000+ VTEX stores
Work Mode
This is a hybrid role based in São Paulo and Rio de Janeiro, requiring a 4x1 in-office schedule.
VTEX is an equal opportunity employer.
