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...