Team Leader On-site IT Technicians team

1 week geleden

Terneuzen, Nederland Stefanini NV Voltijd
The right choice for your career
Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987.
Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.
We work with over 500 companies across financial services, manufacturing, telecommunications, chemical services, technology, public sector and utilities. That includes 300 multinational companies. In fact, right now we have over 25,000 professionals around the world making business more agile, flexible, responsive and innovative: our core values.
The Team Leader I role is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader I role will support the Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA) and Key performance indicators (KPI). The Team Leader I role may require leading smaller teams, but also have the added responsibilities of performing some of the task-based duties of the support technician. The Team Leader I will assist the service delivery manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time.
Responsibilities:
  • 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, ensuring that workload is manageable and balanced accordingly
  • Takes ownership, investigates and follows-up on escalations
  • Attends and participates in Client and company meetings
  • Provide performance reporting and conduct weekly and monthly status update meetings related to the program and management oversight for each team member
  • Ensures that technician work areas are compliant with relevant clean desk policies and client safety policies
  • Reporting manager to the onsite support resources, reports to management line for staffing needs
  • Responsible for onsite support hiring, onboarding, coaching, counselling, 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
  • Coordinates ongoing training and identify training requirements
  • Provides new technology advisory service, testing, integration, and collaboration
  • 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 and assists with quality initiatives
  • Performs other duties as assigned

  • High-school education level or equivalent required
  • Must have 1 Years' proven experience in a Desktop Leadership role.
  • Technical skills: 3 years minimum experience in Deskside Technician role. Knowledge of email systems, Microsoft Office applications, up to an including Office 365 and Windows operating systems. Other expertise such as MAC, Active Directory, Networking, TCP/IP or SCCM might be required as client and project specific enterprise environments may vary, so a good breadth of knowledge in various technologies is essential.
  • Technical certifications such as COMPTIA A+ or Microsoft Certified advantageous
  • Service management certifications such as ITIL foundation, Six Sigma advantageous
  • Highly professional, results orientated
  • Customer focused, positive attitude
  • Proactive self-starter, organised
  • Coaching and mentoring mind-set
  • Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical customers
  • English and Dutch languages.
  • Proven ability to support challenging customers in a fast-paced environment
  • Valid driving license and vehicle required, as some business travel may be required

What we offer:
  • Special referral bonuses for recommending your friends;
  • The possibility to following trainings via Stefanini Linkedin Learning, IT and soft skills training provided by our specialists.
  • Opportunities for professional development in a stable multinational environment.
  • Exposure to an international environment as part of a multicultural team spread across Europe.

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