Who we areFor 30 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 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.What will you do

Manages the activities and personnel associated with providing all onsite support services by identifying, prioritizing, and confirming resolution of shipment requests, returns and break fix resolution.

Ensures that all phases of support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.

Coordinates and supervises the daily activities of the onsite support team. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from Provisioning manager.

Ensures Provisioning team is engaging with service desk tickets for technical support to ensure technical issues are addressed that cannot be resolved by the level I helpdesk.

Developed knowledge and skills through formal training and considerable work experience.

Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from the accepted practice.

Responsibilities

Acts as a Single Point of Contact (SPOC) for all onsite support services

Responsible for Service Level attainment and contractual deliverables

Responsible for onsite support, coaching, counseling, feedback, disciplinary issues, and positive recognition

Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance

Coordinate ongoing training and identify training requirements

Provides Problem response and resolution

Implements, monitors, and adheres to Best Practices

Drives root cause analysis and opportunities for improvement

Investigates and responds to escalations

Assists with Quality initiatives

Acts as a technical resource to the Stefanini onsite support staff

Provides break/fix support for IT equipment in corporate environment

Supports macOS, iOS, Android, Windows 7/10 operating systems

Support computers and mobile devices

Liaise with the MDM administrator to report issues and assist in their resolution

Tracks and ensures Provisioning team resolution of incidents and requests through the ticketing tool

Utilize asset management tools

Ability to work after-hours as needed

Provide exceptional support to all levels of employees

What do you mean by minimum requirements:

Former experience as a TL

Managing operational teams

Abilities on the governance component and process / procedure coordination