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Deskside Support Team Lead

Stefanini, Inc

Owensboro, KY

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JOB DETAILS
SKILLS
Administrative Skills, Apple Macs, Apple iMac, Asset Management, Audioconferencing, Coaching, Communication Skills, CompTIA A+, Computer Skills, Consulting, Customer Support/Service, Customer/Client Research, Data Migration, Data Recovery, Desktop PC, Detail Oriented, Document Scanners, Documentation, Establish Priorities, Executive Assistant Skills , Financial Audit, Fortune 1000 Customers, Help Desk, High School Diploma, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Information Technology Outsourcing, Inventory Management, Knowledge Base, Laptop PC, Lean Six Sigma, Lift/Move 50 Pounds, MCP - Microsoft Certified Professional, Mac Operating System, Management of Information Systems/Technology (MIS), Mentoring, Microsoft Office, Microsoft Windows 7, Microsoft Windows Operating System, Mobile Devices, Multitasking, Needs Assessment, Network Support, On Call, Operating Systems, Organizational Skills, PC Hardware, Performance Analysis, Performance Reviews, Peripheral Hardware, Presentation/Verbal Skills, Printers, Problem Solving Skills, Recruiting Strategy, Research Skills, Root Cause Analysis, Service Level Agreement (SLA), Smartphones, Software Development, System Integration (SI), Systems Administration/Management, Systems Maintenance, Team Lead/Manager, Technical Support, Telecommunications, Time Management, User Interface/Experience (UI/UX), VPN (Virtual Private Network), Videoconferencing, Wireless Communications, Writing Skills
LOCATION
Owensboro, KY
POSTED
11 days ago
Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.
                              
What will you do?

                            

  • Create a cohesive team environment through consistent management
  • Coach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issues
  • Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned
  • Perform root cause analysis and identify opportunities to improve efficiencies
  • Ensure direct reports meet their goals and follow departmental processes
  • Responsible for day to day operations of Service Desk
  • Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client
  • Supporting IT equipment in large corporate environment
  • Desktop/laptop tech support (Mac and PC)
  • Windows 7/10/11 operating systems
  • Support mobile devices, printers, scanners, wireless, VPN, etc.
  • IMAC Support - IT equipment Install/Move/Add/Change
  • 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 KB articles
  • Ability to work on-call and other after-hours support needs
  • May provide Executive support
  • Various other tasks associated with deskside services
  • May need to be available to provide support at other client locations as needed
  • Other duties as assigned



What do you need to succeed?
  • High school diploma or equivalent required
  • 2+ years of management experience including coaching, training, mentoring interviewing, hiring and terminations
  • Good interpersonal skills
  • Excellent attention to detail and organization skills
  • Effective time management and organizational skills
  • Excellent verbal and written communication skills
  • Be a big-thinker, able to think strategically and ready to be and feel a part of the big picture
  • Be flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes

  • Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
  • Able to uphold a positive attitude at all times, even under stressful conditions
  • Experience supporting remote facilities and users
  • Excellent verbal and written communication skills
  • 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
  • High School Diploma (required)
  • 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
 
Desired Characteristics
  • A+ Certification
  • Microsoft Certified Professional (MCP)
  • ITIL Foundations
  • Lean Six Sigma


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About the Company

S

Stefanini, Inc

Stefanini is a global IT services company with over 24,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia. Since 1987, Stefanini has been providing offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world.

With a base of over 500 active clients, including more than 300 multinationals, Stefanini maintains a strong presence in industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector, and utilities. Clients benefit from Stefanini's financial stability, sustained year-over-year growth, and zero net debt. The corporate global headquarters is located in Sao Paulo, Brazil with European headquarters in Brussels and North American headquarters in metropolitan Detroit.

COMPANY SIZE
10,000 employees or more
INDUSTRY
Computer/IT Services
FOUNDED
1987
WEBSITE
http://www.stefanini.com