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Team Leader

Job Description

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.
  • Job Requirements

    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

  • Job Snapshot

    Location US-MI-Southfield
    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-MI-Southfield
    Luis Guerrero
    (248) 263-5247
    Snapshot
    Stefanini
    Company:
    US-MI-Southfield
    Location:
    Full-Time
    Employment Type:
    Year
    Pay Type:
    N/A
    Pay Rate:
    IT & Technical
    Store Type:

    Job Description

    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.
  • Job Requirements

    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

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