Job Description
The Team Leader is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader will support the international team of Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA)/KPI;s. The Team Leader 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.
Job responsibilities:
To support the Field Technicians in reaching the heights standard of customer service, among other by:
- Helping and encouraging the team to meet ticket handing standards;
- Supporting the team members in case of problems or escalation, being the first point of referral for escalated queries or problems with the infrastructure, networks or systems; intervening in stressful situations;
- Ensuring internal communication within the team, holding team meetings;
- Performing individual meetings with technical support staff;
- Ensuring planning, schedules, breaks, code of conduct etc. are respected by the team members;
- Organizing team events to foster team spirit and inclusivity;
- Taking care of new starters, introducing them to the team, their tasks and role;
- Evaluating and developing team members through remote and face to face interaction, evaluating the technician's competences, giving constructive feedback and on-the-job training;
- Dependent upon distribution of team, this role may include the need to travel to other client locations.
To assist the Service Delivery Manager to achieve objectives and maintain productivity by:
- Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions;
- Participate in special projects allocated by the SDM and completing them within agreed time scales;
- Giving advice on customer service, internal quality and team training needs;
- Ensuring organisation of the team;
- Identify and implement processes improvement initiatives in conjunction with Service Delivery Manager;
- Acting as single point of contact for customer issues and delegate authority on specific subjects.
Requirement's:
- Preferred 2 Years' proven experience in a Desktop Leadership role;
- Technical skills: Knowledge of email systems, Windows applications (Word, Excel, PowerPoint, Windows 10/11). Other expertise such as Networking, TCP/IP might be required depending on the projects' specific technology;
- Excellent Planning and organisational skills;
- Leadership: People management skills;
- Problem solving: direct and proactive attitude; Attention to detail;
- Analysis: pin points problems and tackles them in a logical, step-by-step way;
- Customer sensitivity;
- Excellent Oral and Written Communication skills;
- Customer Awareness: understands and addresses the diverse needs, requests, problems, and priorities of customers;
- A strong enthusiasm for artificial intelligence is very nice to have, with a desire to explore and utilize our internal SAI Library tool in excelling in your role;
- Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behavior with the needs and priorities;
- Language skills: Proficiency in local language and a good level of English.
Work conditions:
- Working hours: 40 hours per week
- Contract type: Permanent
- Working setup (hybrid, on site, remote): Remote, with occasional visits to local sites as required
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!
Diversity & Inclusion:
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
About us:
We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.
What we offer:
- Competitive salary and benefits package including monthly absence free bonus;
- Private health scheme including Private Medical, Dental, Optical and Holiday Travel;
- Insurance that are applied according to company policy;
- Extra vacation days;
- Opportunities to learn and develop: training programs;
- Personalized career path within the organization;
- Exposure to an international environment as part of a multicultural team spread across Europe.
We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.
Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.
Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.
We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.
More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.
If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.
We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.
Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.
If you suspect you've been targeted, please contact us immediately at RecruitmentEMEA@stefanini.com for verification.
Key Points to Remember:
* Legitimate job offers only follow interviews conducted with our hiring managers or clients.
* We will never ask for payment at any stage of the recruitment process.
Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.
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