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Working 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 are

For 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?

This position combines team management with end-user supporting responsibilities: The Working Team Leader will manage a team of technicians that have schedules ranging all shifts. This team provides on-site desk side assistance to end users on a SPOC project at the New York and Boston offices, at our Fortune 100 client locations.

In addition to supplementing the existing team on end-user support, the Team Leader will be responsible for the day-to-day management of the team as well as working with the Client Services Management team in developing long term strategies and meeting client provided goals.

The primary hours will be Monday-Friday during first shift; however, the Team Leader may need to be available for after-hours calls on occasion. The position is based out of the client location in New York and requires travel for 5-10% of the time, mainly to Boston.

Managerial Responsibilities

  • Manage service delivery at 2 client locations: New York and Boston;
  • Manage a team of approx. 10 desk side technicians;
  • Acts as a Single Point of Contact (SPOC) for all onsite support services;
  • Responsible for Service Level attainment and contractual deliverables for onsite support
  • Responsible for day-to-day delivery of onsite support services;
  • Provide performance reporting and conduct weekly and monthly status update meetings related to the program;
  • Reporting manager to the onsite support resources;
  • Responsible for onsite support hiring, 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;
  • Writes employee performance evaluations, delivers merits, and performs other administrative tasks
  • Coordinate ongoing training and identify training requirements;
  • Provides new technology advisory service, testing, integration, and collaboration;
  • Provides Problem response and resolution;
  • Assists with innovation and transformation of the onsite support services;
  • Implements, monitors, and adheres to Best Practices;
  • Drives root cause analysis and opportunities for improvement;
  • Investigates and responds to escalations;
  • Assists with Quality initiatives;
  • Performs other duties as assigned.
  • Technician Responsibilities

  • Support IT equipment in large corporate environment;
  • Desktop/laptop tech support;
  • Windows 7/10, Android, and iOS operating systems;
  • Support mobile devices, printers, scanners, wireless, VPN, etc;
  • IMAC/D Support - IT equipment Install/Move/Add/Change and Disposal;
  • Maintain repairs, spare parts, and components;
  • Research and troubleshoot problems;
  • Maintain system configurations and documentation;
  • Track and resolve customer incidents and requests through the client's ticketing tool;
  • Troubleshoot and resolve hardware and software issues for Windows devices;
  • Backup, restoration, and migration of user data;
  • Smart Hands support with networking, server, and telecommunications technologies;
  • Printer and peripheral device support;
  • Inventory management of IT assets including asset auditing;
  • Ability to research and follow appropriate knowledge base articles;
  • Ability to work on-call and other after-hours support needs;
  • Various other tasks associated with desk side services;
  • May need to be available to provide support at other client locations as needed;
  • Other duties as assigned.

  • 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 Requirements


  • Two years' desk side IT support in an international environment;
  • Experience supporting Windows OS, Microsoft Office, smart phones, A/V conferencing systems, printers and PC hardware;
  • Desired previous management experience including coaching, training, mentoring interviewing, hiring and terminations or relevant desk side experience
  • Able to uphold a positive attitude at all times, even under stressful conditions;
  • Experience supporting remote facilities and users;
  • Ability to follow directions of next level support teams when providing Smart Hands support;
  • 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;
  • Deskside / desktop / end-user computer experience, ideally in a corporate environment;
  • Proven ability to handle challenging, rapid-response user support;
  • Proven ability to balance, prioritize and organize multiple tasks;
  • High school diploma (required);
  • Desired Characteristics

  • A Certification
  • Microsoft Certified Professional (MCP)
  • ITIL Foundations
  • Lean Six Sigma
  • Job Snapshot

    Location US-NY-New York
    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-NY-New York
    Gabriel Angelo Ng
    Snapshot
    Stefanini
    Company:
    US-NY-New York
    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 are

    For 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?

    This position combines team management with end-user supporting responsibilities: The Working Team Leader will manage a team of technicians that have schedules ranging all shifts. This team provides on-site desk side assistance to end users on a SPOC project at the New York and Boston offices, at our Fortune 100 client locations.

    In addition to supplementing the existing team on end-user support, the Team Leader will be responsible for the day-to-day management of the team as well as working with the Client Services Management team in developing long term strategies and meeting client provided goals.

    The primary hours will be Monday-Friday during first shift; however, the Team Leader may need to be available for after-hours calls on occasion. The position is based out of the client location in New York and requires travel for 5-10% of the time, mainly to Boston.

    Managerial Responsibilities

  • Manage service delivery at 2 client locations: New York and Boston;
  • Manage a team of approx. 10 desk side technicians;
  • Acts as a Single Point of Contact (SPOC) for all onsite support services;
  • Responsible for Service Level attainment and contractual deliverables for onsite support
  • Responsible for day-to-day delivery of onsite support services;
  • Provide performance reporting and conduct weekly and monthly status update meetings related to the program;
  • Reporting manager to the onsite support resources;
  • Responsible for onsite support hiring, 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;
  • Writes employee performance evaluations, delivers merits, and performs other administrative tasks
  • Coordinate ongoing training and identify training requirements;
  • Provides new technology advisory service, testing, integration, and collaboration;
  • Provides Problem response and resolution;
  • Assists with innovation and transformation of the onsite support services;
  • Implements, monitors, and adheres to Best Practices;
  • Drives root cause analysis and opportunities for improvement;
  • Investigates and responds to escalations;
  • Assists with Quality initiatives;
  • Performs other duties as assigned.
  • Technician Responsibilities

  • Support IT equipment in large corporate environment;
  • Desktop/laptop tech support;
  • Windows 7/10, Android, and iOS operating systems;
  • Support mobile devices, printers, scanners, wireless, VPN, etc;
  • IMAC/D Support - IT equipment Install/Move/Add/Change and Disposal;
  • Maintain repairs, spare parts, and components;
  • Research and troubleshoot problems;
  • Maintain system configurations and documentation;
  • Track and resolve customer incidents and requests through the client's ticketing tool;
  • Troubleshoot and resolve hardware and software issues for Windows devices;
  • Backup, restoration, and migration of user data;
  • Smart Hands support with networking, server, and telecommunications technologies;
  • Printer and peripheral device support;
  • Inventory management of IT assets including asset auditing;
  • Ability to research and follow appropriate knowledge base articles;
  • Ability to work on-call and other after-hours support needs;
  • Various other tasks associated with desk side services;
  • May need to be available to provide support at other client locations as needed;
  • Other duties as assigned.

  • 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 Requirements


  • Two years' desk side IT support in an international environment;
  • Experience supporting Windows OS, Microsoft Office, smart phones, A/V conferencing systems, printers and PC hardware;
  • Desired previous management experience including coaching, training, mentoring interviewing, hiring and terminations or relevant desk side experience
  • Able to uphold a positive attitude at all times, even under stressful conditions;
  • Experience supporting remote facilities and users;
  • Ability to follow directions of next level support teams when providing Smart Hands support;
  • 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;
  • Deskside / desktop / end-user computer experience, ideally in a corporate environment;
  • Proven ability to handle challenging, rapid-response user support;
  • Proven ability to balance, prioritize and organize multiple tasks;
  • High school diploma (required);
  • Desired Characteristics

  • A Certification
  • Microsoft Certified Professional (MCP)
  • ITIL Foundations
  • Lean Six Sigma
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    Working Team Leader Apply now