Telecomunicazioni à United States

Job Description

The Team Leader is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader will support the international team of Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA)/KPI;s. The Team Leader will assist the program manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time.

Job responsibilities

To support the Field Technicians in reaching the highest standard of customer service, among other by:

• Helping and encouraging the team to meet ticket handing standards
• Supporting the team members in case of problems or escalation, being the first point of referral for escalated queries or problems with the infrastructure, networks or systems; intervening in stressful situations.
• Ensuring internal communication within the team, holding team meetings.
• Performing one to one with technical support staff.
• Ensuring planning, schedules, breaks, code of conduct etc. are respected by the team members.
• Organising team events, building up team spirit.
• Taking care of new starters, introducing them to the team, their tasks and role.
• Evaluating and developing team members through remote and face to face interaction, evaluating the technician's competences, giving constructive feedback and on-the-job training.
• Dependent upon distribution of team, his role may include the need to travel to other client locations.

To assist the Service Delivery Manager to achieve objectives and maintain productivity by:

• Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions
• Participate in special projects allocated by the SDM and completing them within agreed time scales.
• Giving advice on customer service, internal quality and team training needs.
• Ensuring organisation of the team.
• Identify and implement processes improvement initiatives in conjunction with Service Delivery Manager
• Acting as single point of contact for customer issues and delegate authority on specific subjects.

Job Requirements:

• Must have 2 Years' proven experience in a Desktop Leadership role.
• Excellent Planning and organisational skills
• Leadership- People management skills
• Problem solving: direct and assertive attitude
• Attention to detail
• Analysis: pin points problems and tackles them in a logical, step-by-step way
• Customer sensitivity
• Excellent Oral and Written Communication skills
• Customer Awareness: understands the needs, requests, problems and priorities of customers.
• Technical skills: Knowledge of email systems, Windows applications (Word, Excel, PowerPoint, Windows NT/2K/XP); Internet Explorer; Client specific's technology. Other expertise such as Networking, TCP/IP might be required depending on the projects specific's technology.
• Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behaviour with the needs and priorities.

What's next: It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!

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.

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 a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities. Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a 'get it done' attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.