Field Services Team Leader II

 Who we are

Founded in 1987, 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 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.
 

 Job Description
 
The Team Leader II role is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader II 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's). The Team Leader II will assist the program 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. This Team Leader II role is responsible for leading the Field Service Team as outlined in the SOW/ MSA for the respective client(s).


 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
• Hosts formal daily status meetings with the onsite support team and distributes meeting minutes.
• 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

Requirements

• Diploma, graduate degree or equivalent required
• Must have 2 Years of proven experience leading in person and remote teams
• Technical skills: 3 years minimum experience in Field Service 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
• Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience.
• Highly professional, results orientated
• Customer focused, positive demeanor
• Proactive self-starter, organized
• Coaching and mentoring mind-set
• Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical customers
• Physical presence at a Stefanini or Client location during shift
• Proven ability to support challenging customers in a fast-paced environment
• Valid driving license and vehicle required, as some business travel may be required