Field Services Team Leader I
Who we areFor 35 years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses.
Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization).
With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation.
Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO).
We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.
Job Summary 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 servicesResponsible for Service Level attainment and contractual deliverables for onsite supportResponsible for day-to-day delivery of onsite support servicesProvide performance reporting and conduct weekly and monthly status update meetings related to the programReporting manager to the onsite support resourcesResponsible for onsite support hiring, coaching, counseling, feedback, disciplinary issues, and positive recognitionEnsures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performanceConducts monthly one-on-ones for each employeeWrites employee performance evaluations, delivers merits, and performs other administrative tasksCoordinate ongoing training and identify training requirementsProvides new technology advisory service, testing, integration, and collaborationProvides Problem response and resolutionAssists with innovation and transformation of the onsite support servicesImplements, monitors, and adheres to Best PracticesDrives root cause analysis and opportunities for improvementInvestigates and responds to escalationsAssists with Quality initiativesCompletes other administrative tasks Performs other duties as assignedTechnical ResponsibilitiesActs as a technical resource to the Stefanini onsite support staffProvides break/fix support for IT equipment in corporate environmentSupports macOS, iOS, Android, Windows 7/10 operating systemsSupport computers, mobile devices, printers, scanners, wireless, VPN, etc.
IMAC/D Support - IT equipment Install/Move/Add/Change/DisposalConference room technology supportProvides Smart Hands support with networking, server, telecommunications, and other technologiesProvides preventative maintanence/health checksMaintains system configurations and all relevant documentationTracks and resolves incidents and requests through the client's ticketing toolUtilize asset management toolsAbility to work after-hours or on-call as neededProvide exceptional support to all levels of employeesVarious other tasks associated with onsite support servicesOther duties as assigned High-school education level or equivalent requiredMinimum of 1 year experience working in IT or BPO roleExcellent verbal and written communication skillsEffective time management skillsCustomer focused with positive attitudeExcellent relationship skillsProactive self-starterCoaching and mentoring mindsetAbility to support challenging customers in a fast-paced environmentValid driving license Able and willing to travel via all methods of travelFamiliarity with ITIL and/or Six Sigma a plus Recommended Skills Asset Management Coaching And Mentoring Communication Consulting Customer Service Field Service Management Apply to this job.
Think you're the perfect candidate? Apply Now Estimated Salary: $20 to $28 per hour based on qualifications.
Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization).
With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation.
Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO).
We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.
Job Summary 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 servicesResponsible for Service Level attainment and contractual deliverables for onsite supportResponsible for day-to-day delivery of onsite support servicesProvide performance reporting and conduct weekly and monthly status update meetings related to the programReporting manager to the onsite support resourcesResponsible for onsite support hiring, coaching, counseling, feedback, disciplinary issues, and positive recognitionEnsures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performanceConducts monthly one-on-ones for each employeeWrites employee performance evaluations, delivers merits, and performs other administrative tasksCoordinate ongoing training and identify training requirementsProvides new technology advisory service, testing, integration, and collaborationProvides Problem response and resolutionAssists with innovation and transformation of the onsite support servicesImplements, monitors, and adheres to Best PracticesDrives root cause analysis and opportunities for improvementInvestigates and responds to escalationsAssists with Quality initiativesCompletes other administrative tasks Performs other duties as assignedTechnical ResponsibilitiesActs as a technical resource to the Stefanini onsite support staffProvides break/fix support for IT equipment in corporate environmentSupports macOS, iOS, Android, Windows 7/10 operating systemsSupport computers, mobile devices, printers, scanners, wireless, VPN, etc.
IMAC/D Support - IT equipment Install/Move/Add/Change/DisposalConference room technology supportProvides Smart Hands support with networking, server, telecommunications, and other technologiesProvides preventative maintanence/health checksMaintains system configurations and all relevant documentationTracks and resolves incidents and requests through the client's ticketing toolUtilize asset management toolsAbility to work after-hours or on-call as neededProvide exceptional support to all levels of employeesVarious other tasks associated with onsite support servicesOther duties as assigned High-school education level or equivalent requiredMinimum of 1 year experience working in IT or BPO roleExcellent verbal and written communication skillsEffective time management skillsCustomer focused with positive attitudeExcellent relationship skillsProactive self-starterCoaching and mentoring mindsetAbility to support challenging customers in a fast-paced environmentValid driving license Able and willing to travel via all methods of travelFamiliarity with ITIL and/or Six Sigma a plus Recommended Skills Asset Management Coaching And Mentoring Communication Consulting Customer Service Field Service Management Apply to this job.
Think you're the perfect candidate? Apply Now Estimated Salary: $20 to $28 per hour based on qualifications.
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