Field Services Team Leader I
Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world.We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.
What will you do?-The Team Leader I assists the Service Delivery Manager with leadership and oversight of the day-to-day business. They lead Field Service personnel with accountability of team productivity and quality. The Team Leader I ensures their team are providing best-in-class customer service in accordance with Stefanini values, while delivering to the contractual requirements of the account.-
Acts as a Single Point of Contact (SPOC) for all onsite support services-Responsible for Service Level attainment and contractual deliverables for onsite support-
Responsible for day-to-day delivery of onsite support services-
Provide performance reporting and conduct weekly and monthly status update meetings related to the program-
Reporting manager to the onsite support resources-
Responsible for onsite support hiring, coaching, counseling, feedback, disciplinary issues, and positive recognition-
Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance-
Conducts monthly one-on-ones for each employee-
Writes employee performance evaluations, delivers merits, and performs other administrative tasks-
Coordinate ongoing training and identify training requirements-
Provides new technology advisory service, testing, integration, and collaboration-
Provides Problem response and resolution-
Assists with innovation and transformation of the onsite support services-
Implements, monitors, and adheres to Best Practices-
Drives root cause analysis and opportunities for improvement-
Investigates and responds to escalations-
Assists with Quality initiatives-
Completes other administrative tasks -
Performs other duties as assigned
Technical Responsibilities-Acts as a technical resource to the Stefanini onsite support staff-
Provides break/fix support for IT equipment in corporate environment-
Supports macOS, iOS, Android, Windows 7/10 operating systems-
Support computers, mobile devices, printers, scanners, wireless, VPN, etc.-
IMAC/D Support - IT equipment Install/Move/Add/Change/Disposal-
Conference room technology support-
Provides Smart Hands support with networking, server, telecommunications, and other technologies-
Provides preventative maintanence/health checks-
Maintains system configurations and all relevant documentation-
Tracks and resolves incidents and requests through the client's ticketing tool-
Utilize asset management tools-
Ability to work after-hours or on-call as needed-
Provide exceptional support to all levels of employees-
Various other tasks associated with onsite support services-
Other duties as assigned
Desired Characteristics-
A+ Certification-
Microsoft Certified Professional (MCP)-
ITIL Foundations-
Lean Six Sigma
What you'll get-
Work with brilliant minds, often within a global capacity;-
Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;-
Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.
Why we're different-
Brazilian and privately owned company;-
Agility, flexibility, and innovation are in our DNA;-
Flat organizational structure which enables faster communication and decision making;