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Team Leader

Job Description

Due to the necessity of frequent face-to-face interactions with our end-users, only candidates who are fully compliant with the COVID-19 vaccination will be considered for this position. By applying for this position, you confirm that you are fully vaccinated for COVID-19 and can provide proof of immunization upon request.
Who we areStefanini 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.

Responsibilities:

  • Follow attendance expectations according to either your designated working hours, or the variable shift schedule, and also including;
  • Shift adherence (start/finish and breaks)
  • Alerting Manager to sickness absences
  • Completing timesheets and leave requests in a timely manner
  • Scheduled leave Requests for Personal Time Off / Absence Leave should be submitted by all Stefanini team members well in advance of the required dates (please note: not all requests for time off can be approved if there is excessive demand or the delivered service will suffer as a consequence)
  • Complete Stefanini and client-required training as required
  • Adherence to client-specific or site-specific dress-code
  • Follow all local and global safety requirements and complete client specific safety training
  • Including adherence to site specific Personal Protective Equipment (PPE) rules
  • Manual handling and safety guidelines
  • Periodic team meeting attendance and participation
  • One to one monthly meeting attendance and participation with line manager
  • Monitor incoming tickets (INC and REQ) in ITSM tool
  • Assign tickets to own queue for further action maintaining load balance
  • Provide the highest level of professional and courteous support to client employees
  • Keep personal contract / salary information confidential, to be discussed only with your line manager and/or HR
  • Verify timesheets have correct billing codes and comments and are approved as per Stefanini requirements
  • Ensure all techs have submitted timesheet in a timely manner
  • Timesheets need to be submitted for your approval bi-weekly
  • Timesheets need to be approved before specified deadline
  • Daily Activities Specific

    Responsibilities:

  • ITSM tool Ticket Queue monitoring / management - ensure workload is balanced between available technicians and that their individual queues are manageable
  • Approve / Decline employee Paid Time Off (PTO) or Annual Leave (AL) requests
  • Ensure all Technicians work is being captured via ITSM tool tickets, or in project hours
  • Monitor daily SLA report(s)
  • Monitor any other reports delivered to mailbox and take actions where deemed necessary
  • Touch base with team members in an informal way (via phone, Skype/IM or email)
  • Monitor own email (Stefanini and client) and any attached shared mailboxes for incoming communications
  • Follow up on any open items from meetings, emails or conversations
  • Attend and participate in client or team scheduled meetings
  • Where necessary (and permitted), disseminate metrics to team (SLAs, CSAT, volumes etc.)
  • Address issues from team / personnel issues
  • Weekly Activities

    Responsibilities:

  • Create and maintain employee schedules where applicable
  • Including on-call rotations
  • And holiday/PTO timetables
  • Ensure advance warning and share with team and SDM if required
  • Hold formal weekly team meetings and post or send meeting notes to team
  • Attend informal 1-on-1 with SDM or line manager and provide updates on operational activities
  • Ensure after hours phone is operational and on-call resource is identified and available
  • Ensure all Technicians work areas are neat and organized and meet 'clear-desk' standards
  • Weekly visual H/W and parts audit for all sites
  • Review open tickets for each site and ensure load-balancing
  • Monitor aging / stagnant / unassigned tickets in queue(s) and follow up with technicians for actions outstanding
  • Review tickets on hold for delinquent tickets and push for follow up as defined by the client-specific Ticket Handling process
  • Attend weekly regional and global TL meeting
  • Monthly Activities

    Responsibilities:

  • Complete team Scorecards and deliver them via email to team members ahead of their 1-on-1 meetings
  • This task can be delegated to a Senior Deskside Engineer if capacity allows
  • Also share the Scorecards with the account SDM for visibility
  • Complete a minimum of three ticket audits for each direct report per month to add the metric to Scorecards
  • This task can be delegated to a Senior Deskside Engineer if capacity allows
  • Review scorecard results by individual, and compared to the team as individuals and as an average
  • Work with SDM to prepare coaching and/or training plans for those not meeting the targets as set
  • Have a minimum of one scheduled 1-on-1 formal meeting with each direct employee to discuss performance and training requirements
  • Send 1-to-1 notes to employee
  • Add notes to your file repository
  • Participate in Stefanini recognition programs and use project funding as allocated by the manager to motivate and reward team members (if applicable)
  • Attend formal 1-on-1 meeting with your line manager
  • Review monthly SLA reports with SDM and validate any data, callouts as necessary
  • Assist the account SDM with;
  • Reviewing and updating all team contact list
  • Reviewing and updating Deskside Org chart
  • Annual Activities

    Responsibilities:

  • Annual Performance Reviews (APRs);
  • Assist the SDM in adjusting the pre-defined APR objectives to be client specific and relevant to job roles in your team
  • Enter updated APR objectives into ePortal by the required deadline
  • Complete APR Manager Evaluations for all direct reports by the required deadline
  • Ensure that all direct reports complete their APR Self Evaluations by the required deadline
  • Ensure that the APR process for all direct reports are fully completed and closed out by the required deadline
  • Escalate to SDM and HR if this is likely to be at risk
  • Assist the SDM during the annual merit review (CMD) process as required/requested
  • Ad-hoc Activities

    Responsibilities:

  • Adhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employment
  • Submit all necessary admin for On and/or Off-boarding of a new employee (follow documented process)
  • Complete all necessary recruiting, hiring, training, disciplining, and off-boarding for direct reports
  • Ensure adequate vacation backfills as required by the contract with client
  • Ensure adequate sickness backfills as required by the contract with the client
  • Work with Manager and HR on any Leave of Absence (LOA) requests
  • Recognize employee birthday and anniversary
  • Recognize new team members (next Team Meeting)
  • Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDM
  • Participate in quarterly 'all-team' meetings as required by SDM
  • With SDM assistance, develop improvement plans for underperforming Deskside Technicians within the team
  • Assist the SDM in developing and implementing improvement plans for service failures (SLAs/KPIs)
  • Assist SDM with resource management for any projects arising from client, including status reporting and planning
  • Engagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibility
  • Escalate any potential contractual risk as identified directly to the SDM for the client to ensure mitigation
  • During your time off (PTO/AL or sickness) ensure a suitable Senior Deskside Technician backup is provided in your out of office or voicemail message so that any escalations can be handled promptly with minimal impact to client or Stefanini
  • Identify a successor for your position from within the team that could take over from you if the need arises (medical leave or extended period of absence). Ensure they have the coaching and training required that in an emergency or a planned transition, they could fulfil your role with no impact to Stefanini or client
  • Be involved as an SME during new client/account data harvesting, due diligence, launch and transition
  • Job Requirements



    � 2 years relevant management experience

    � Valid Driver license

    � Relevant industry knowledge (IT deployments in an international environment)

    � Able to uphold a positive attitude at all times, even under stressful conditions

    � Excellent verbal and written communication skills

    � Ability to communicate technical information to nontechnical people

    � High level of professionalism and strong personal interaction skills

    � Ability to perform in-depth research and troubleshooting for complex technical issues

    � Ability to prioritize and complete all work tasks with minimal supervision

    � Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds

    � Ability and willingness to learn new technologies

    � Proven ability to handle challenging, rapid-response user support

    � Proven ability to balance, prioritize and organize multiple tasks

    � High school diploma (required)

    � Attendance and schedule adherence are requirements of this position


    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;


    Take a look for yourself


    Here's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdY

    Job Snapshot

    Location US-FL-Jacksonville
    Employment Type Full-Time
    Pay Type Year
    Pay Rate N/A
    Store Type IT & Technical
    Apply

    Company Overview

    Stefanini

    Stefanini brings decades of IT outsourcing expertise to clients around the globe. We support mid-size and large corporations through offshore, onshore and nearshore IT managed services, systems integration, consulting and strategic staffing. Our service offerings include: IT infrastructure outsourcing (helpdesk/desktop services and data center), application development/systems integration, ERP/SAP consulting, asset management, and strategic IT staffing solutions. Our more than 24,000 employees delivering support in 35 languages, within 88 offices with a direct presence in 40 countries across the Americas, Europe, Africa, Australia and Asia is why our IT outsourcing solutions are used by some of the largest multinational companies in the world. Learn More

    Contact Information

    US-FL-Jacksonville
    Shoshanna Haynes
    Snapshot
    Stefanini
    Company:
    US-FL-Jacksonville
    Location:
    Full-Time
    Employment Type:
    Year
    Pay Type:
    N/A
    Pay Rate:
    IT & Technical
    Store Type:

    Job Description

    Due to the necessity of frequent face-to-face interactions with our end-users, only candidates who are fully compliant with the COVID-19 vaccination will be considered for this position. By applying for this position, you confirm that you are fully vaccinated for COVID-19 and can provide proof of immunization upon request.
    Who we areStefanini 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.

    Responsibilities:

  • Follow attendance expectations according to either your designated working hours, or the variable shift schedule, and also including;
  • Shift adherence (start/finish and breaks)
  • Alerting Manager to sickness absences
  • Completing timesheets and leave requests in a timely manner
  • Scheduled leave Requests for Personal Time Off / Absence Leave should be submitted by all Stefanini team members well in advance of the required dates (please note: not all requests for time off can be approved if there is excessive demand or the delivered service will suffer as a consequence)
  • Complete Stefanini and client-required training as required
  • Adherence to client-specific or site-specific dress-code
  • Follow all local and global safety requirements and complete client specific safety training
  • Including adherence to site specific Personal Protective Equipment (PPE) rules
  • Manual handling and safety guidelines
  • Periodic team meeting attendance and participation
  • One to one monthly meeting attendance and participation with line manager
  • Monitor incoming tickets (INC and REQ) in ITSM tool
  • Assign tickets to own queue for further action maintaining load balance
  • Provide the highest level of professional and courteous support to client employees
  • Keep personal contract / salary information confidential, to be discussed only with your line manager and/or HR
  • Verify timesheets have correct billing codes and comments and are approved as per Stefanini requirements
  • Ensure all techs have submitted timesheet in a timely manner
  • Timesheets need to be submitted for your approval bi-weekly
  • Timesheets need to be approved before specified deadline
  • Daily Activities Specific

    Responsibilities:

  • ITSM tool Ticket Queue monitoring / management - ensure workload is balanced between available technicians and that their individual queues are manageable
  • Approve / Decline employee Paid Time Off (PTO) or Annual Leave (AL) requests
  • Ensure all Technicians work is being captured via ITSM tool tickets, or in project hours
  • Monitor daily SLA report(s)
  • Monitor any other reports delivered to mailbox and take actions where deemed necessary
  • Touch base with team members in an informal way (via phone, Skype/IM or email)
  • Monitor own email (Stefanini and client) and any attached shared mailboxes for incoming communications
  • Follow up on any open items from meetings, emails or conversations
  • Attend and participate in client or team scheduled meetings
  • Where necessary (and permitted), disseminate metrics to team (SLAs, CSAT, volumes etc.)
  • Address issues from team / personnel issues
  • Weekly Activities

    Responsibilities:

  • Create and maintain employee schedules where applicable
  • Including on-call rotations
  • And holiday/PTO timetables
  • Ensure advance warning and share with team and SDM if required
  • Hold formal weekly team meetings and post or send meeting notes to team
  • Attend informal 1-on-1 with SDM or line manager and provide updates on operational activities
  • Ensure after hours phone is operational and on-call resource is identified and available
  • Ensure all Technicians work areas are neat and organized and meet 'clear-desk' standards
  • Weekly visual H/W and parts audit for all sites
  • Review open tickets for each site and ensure load-balancing
  • Monitor aging / stagnant / unassigned tickets in queue(s) and follow up with technicians for actions outstanding
  • Review tickets on hold for delinquent tickets and push for follow up as defined by the client-specific Ticket Handling process
  • Attend weekly regional and global TL meeting
  • Monthly Activities

    Responsibilities:

  • Complete team Scorecards and deliver them via email to team members ahead of their 1-on-1 meetings
  • This task can be delegated to a Senior Deskside Engineer if capacity allows
  • Also share the Scorecards with the account SDM for visibility
  • Complete a minimum of three ticket audits for each direct report per month to add the metric to Scorecards
  • This task can be delegated to a Senior Deskside Engineer if capacity allows
  • Review scorecard results by individual, and compared to the team as individuals and as an average
  • Work with SDM to prepare coaching and/or training plans for those not meeting the targets as set
  • Have a minimum of one scheduled 1-on-1 formal meeting with each direct employee to discuss performance and training requirements
  • Send 1-to-1 notes to employee
  • Add notes to your file repository
  • Participate in Stefanini recognition programs and use project funding as allocated by the manager to motivate and reward team members (if applicable)
  • Attend formal 1-on-1 meeting with your line manager
  • Review monthly SLA reports with SDM and validate any data, callouts as necessary
  • Assist the account SDM with;
  • Reviewing and updating all team contact list
  • Reviewing and updating Deskside Org chart
  • Annual Activities

    Responsibilities:

  • Annual Performance Reviews (APRs);
  • Assist the SDM in adjusting the pre-defined APR objectives to be client specific and relevant to job roles in your team
  • Enter updated APR objectives into ePortal by the required deadline
  • Complete APR Manager Evaluations for all direct reports by the required deadline
  • Ensure that all direct reports complete their APR Self Evaluations by the required deadline
  • Ensure that the APR process for all direct reports are fully completed and closed out by the required deadline
  • Escalate to SDM and HR if this is likely to be at risk
  • Assist the SDM during the annual merit review (CMD) process as required/requested
  • Ad-hoc Activities

    Responsibilities:

  • Adhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employment
  • Submit all necessary admin for On and/or Off-boarding of a new employee (follow documented process)
  • Complete all necessary recruiting, hiring, training, disciplining, and off-boarding for direct reports
  • Ensure adequate vacation backfills as required by the contract with client
  • Ensure adequate sickness backfills as required by the contract with the client
  • Work with Manager and HR on any Leave of Absence (LOA) requests
  • Recognize employee birthday and anniversary
  • Recognize new team members (next Team Meeting)
  • Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDM
  • Participate in quarterly 'all-team' meetings as required by SDM
  • With SDM assistance, develop improvement plans for underperforming Deskside Technicians within the team
  • Assist the SDM in developing and implementing improvement plans for service failures (SLAs/KPIs)
  • Assist SDM with resource management for any projects arising from client, including status reporting and planning
  • Engagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibility
  • Escalate any potential contractual risk as identified directly to the SDM for the client to ensure mitigation
  • During your time off (PTO/AL or sickness) ensure a suitable Senior Deskside Technician backup is provided in your out of office or voicemail message so that any escalations can be handled promptly with minimal impact to client or Stefanini
  • Identify a successor for your position from within the team that could take over from you if the need arises (medical leave or extended period of absence). Ensure they have the coaching and training required that in an emergency or a planned transition, they could fulfil your role with no impact to Stefanini or client
  • Be involved as an SME during new client/account data harvesting, due diligence, launch and transition
  • Job Requirements



    � 2 years relevant management experience

    � Valid Driver license

    � Relevant industry knowledge (IT deployments in an international environment)

    � Able to uphold a positive attitude at all times, even under stressful conditions

    � Excellent verbal and written communication skills

    � Ability to communicate technical information to nontechnical people

    � High level of professionalism and strong personal interaction skills

    � Ability to perform in-depth research and troubleshooting for complex technical issues

    � Ability to prioritize and complete all work tasks with minimal supervision

    � Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds

    � Ability and willingness to learn new technologies

    � Proven ability to handle challenging, rapid-response user support

    � Proven ability to balance, prioritize and organize multiple tasks

    � High school diploma (required)

    � Attendance and schedule adherence are requirements of this position


    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;


    Take a look for yourself


    Here's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdY

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