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 ResponsibilitiesManage 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 supportResponsible 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 tasksCoordinate 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 ResponsibilitiesSupport 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 getWork 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 differentBrazilian 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
IT & Technical