Team Leader I

Stefanini North America and APAC; Irvine (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k)

Paid time off

Tuition reimbursement

Medical, dental and vision insurance

Job summary

Stefanini North America and APAC is seeking a Working Team Leader in Irvine, California. This role involves leading a team of deskside technicians and performing technician tasks. Key responsibilities include team management, troubleshooting hardware issues, and ensuring service level agreements are met.

The ideal candidate will have at least 3 years of management experience, excellent communication skills, and a strong customer-oriented attitude. The company offers comprehensive benefits, including health insurance and professional development opportunities.

Qualifications

• 3+ years of management experience including coaching and mentoring.
• Excellent attention to detail and organization skills.
• Ability to communicate technical information to diverse audiences.

Responsibilities

• Lead a team of deskside technicians.
• Troubleshoot and repair hardware issues.
• Ensure team meets goals and follow departmental processes.

Skills

Troubleshooting hardware issues

Excellent communication skills

Management experience

Customer-oriented attitude

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

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 41 countries across the Americas, Europe, Africa, Australia, and Asia.

Position Summary

This is a WORKING TEAM LEADER position, and combines leading a team of deskside technicians, while also performing work as a deskside technician.

Team Leader Responsibilities

• Create a cohesive team environment through consistent management
• Coach and counsel 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
• Responsible for day to day operations of Service Desk
• Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client

Client Servicing Responsibilities

• Troubleshooting and repairing hardware issues
• 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

What You Need To Succeed

• 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 technical audiences
• Excellent verbal and written communication skills
• Ability to complete assignments with no supervision
• Ability to search internally/externally for support information
• Customer-oriented attitude
• Ability to travel locally and in-state to support other sites, if applicable
• Valid driver’s license and proof of auto insurance, if travel is required
• Attendance and schedule adherence are requirements of this position
• This position includes continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment
• Knows and applies fundamental concepts, practices and procedures of particular field of specialization

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
• Open floor plan environment where collaboration is highly encouraged

Job Requirements

• High school diploma or equivalent required
• 3+ years of management experience including coaching, training, mentoring interviewing, hiring and terminations
• Good interpersonal skills
• Excellent attention to detail and organization skills
• Effective time management and organizational skills
• Excellent verbal and written communication 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