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Job Summary
JOB DESCRIPTION - End User Support Manager
Location: São Paulo, Brazil (Hybrid)
Division: Ticketmaster
Line Manager: Technology Director
What You Will Be Doing
- Lead, coach, and develop a team of EUS Engineers, fostering a high-performance and collaborative culture.
- Conduct regular 1:1s, performance reviews and individual development planning for all direct reports.
- Drive talent acquisition, onboarding and succession planning within the EUS team.
- Promote knowledge sharing, mentorship and structured cross-training across support tiers.
- Support lower-level staff through guidance, advanced training and day-to-day supervision.
- Oversee day-to-day IT support operations across TM offices in Latin America.
- Define, manage and report on SLAs, KPIs, and team productivity metrics using ticketing tools (Zendesk).
- Manage escalation paths across support tier...