Hands-on Team Leader

Stefanini EMEA; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary and benefits

AFB bonus

Private health scheme includingPrivate

Dental

Optical and Holiday Travel

Extra vacation days

Training programs

Personalized career path

Exposure to an international环境

Job summary

Stefanini EMEA is seeking a Hands-on Team Leader for our deskside IT support team. You will lead a group of technicians, perform hands-on duties, and ensure premium service delivery across client sites.

The role combines leadership with technical work, requiring strong communication, problem solving, and the ability to manage SLAs and client expectations. This position offers a permanent contract and an onsite work setup across our client locations in the region.

Qualifications

• Minimum of 5 years in relevant industry.
• Excellent troubleshooting capability.
• Able to work in a team and independently.
• Strong communication skills with non-technical audiences.
• Willingness to travel locally to support other sites.

Responsibilities

• Day to day operations of the Field Services Team.
• Create a cohesive team environment through consistent management.
• Coach and counsel direct reports; conduct performance evaluations and mentoring.
• Write employee performance evaluations and merit reviews; update journals daily.
• Perform root cause analysis to improve efficiencies.
• Ensure reports meet goals and follow processes.
• Coordinate with Project and Senior Management for SLAs and long-term strategy.
• Coordinate ad-hoc client project work and dispatches between clients and Stefanini subcontractors.
• Escort OEM technicians onsite when needed.
• Assist client with physical support for incidents.

Skills

Customer service

Team leadership

Troubleshooting

Communication

Travel locally

ITIL awareness

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

Job Description

Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service.

Job Description

Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service. This is a Hands-on Team Leader position, and combines leading a team of deskside technicians, while also performing work as a deskside technician.

Team leader responsibilities:

• Responsible for day to day operations of Field Services Team;


• Create a cohesive team environment through consistent management;


• Coach and counsel of direct reports including providing feedback including positive; recognition, conduct performance evaluations, training, mentoring and handling discipline issues;


• Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned;


• Perform root cause analysis and identify opportunities to improve efficiencies;


• Ensure direct reports meet their goals and follow departmental processes;


• Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client;


• Coordinate and execute ad-hoc client project work, as needed;


• Important: Coordinate ad-hoc dispatches in the Geo between clients and Stefanini subcontractors / manage said dispatched technicians.

Other responsibilities:

• Imaging, troubleshooting and repairing hardware issues (Mac and Windows);


• Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions;


• Preventative maintenance (e.g., lifecycle);


• Troubleshooting HW issues on end user devices;


• Proper utilization of ServiceNow;


• ServiceNow queue management and Ticket follow-up;


• Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party;


• Critical project support that involves hardware and/or high-touch user experience;


• Perform comprehensive site hardware asset inventory;


• Maintain consumable device inventory count;


• Conduct spare part and loaner pool management;


• Support IMACR/D requests;


• Engage OEM for warranty repairs and follow up on status;


• Escort OEM technicians onsite when needed.


• Assist client with physical support for incidents related to network, datacenter, and other activities as requested.


• Work on child ticket as assigned by Level 2/3 client-provided technical staff.

Job Requirements

Requirements:

• At least 5 years of relevant industry experience;


• High school diploma or equivalent required;


• Knowledge of multiple manufacturers and operating systems;


• Excellent troubleshooting capability;


• Ability to work in a team environment as well as independently;


• Ability to communicate technical information to non-technical audiences;


• Excellent verbal and written communication skills;


• Ability to complete assignments with no supervision and search internally/externally for support information;


• Customer-oriented attitude;


• Ability to travel locally to support other sites, when required;


• Valid driver's license if travel is required;


• Excellent attention to detail and organization skills;


• Be a big-thinker, able to think strategically and ready to be and feel a part of the big picture;


• Be flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes;


• ITIL certification is a plus.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

What we offer:

• Competitive salary and benefits package;


• AFB bonus;


• Private health scheme including Private Medical, Dental, Optical and Holiday Travel;


• Extra vacation days;


• Opportunities to learn and develop: training programs;


• Personalized career path within the organization;


• Exposure to an international environment as part of a multicultural team spread across Europe.

Work conditions

• Working hours: 40 working hours per week


• Contract type: Permanent


• Working setup (hybrid, on site, remote): 100% onsite

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About Us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.