IT-Support Teamleiter (all genders)

Job Details

IT-Support Teamleiter (all genders)

Job Description The Working Team Leader I assists the Service Delivery Manager with leadership and oversight of the day-to-day business.

They lead Field Service personnel with accountability of team productivity and quality. The Team Leader I ensures their team are providing best-in-class customer service in accordance with Stefanini values, while delivering to the contractual requirements of the account combining leadership responsibilities with hands-on technical work.

Managerial Responsibilities

• Reporting manager for Field Services personnel
• Responsible for contractual deliverables
• Posts requisitions, conducts interviews, selects, and onboards candidates
• Responsible for day-to-day delivery of support services
• Hosts formal daily Huddle meetings
• Monitors workload is manageable and balanced
• Ensures each team member adheres to attendance, conduct, and performance expectations
• Makes certain work areas are clean, organized, and compliant with client safety policies
• Perform coaching, counselling, feedback, and formal disciplinary process
• Provides positive team recognition
• Attends and participates in Client and Stefanini meetings
• Takes ownership, investigates and follows-up on escalations
• Conducts monthly one-on-ones for each employee
• Writes and delivers performance evaluations
• Identify training requirements and coordinates ongoing training
• Implements, monitors, and adheres to Best Practices
• Drives continuous improvement
• Completes other administrative tasks
• Performs technical work as required
• Performs other duties as assigned

Technical Responsibilities

• Provide Windows, software, and hardware support, onsite in a corporate environment
• Stage, provision, and deploy IT machines to end users following best business practices
• Diagnose, troubleshoot, and implement fixes for a variety of technology
• Configure, troubleshoot, and deploy mobile devices & other audio / visual equipment
• Troubleshoot VPN and VDI connectivity
• Follow appropriate KB articles
• Manage workload via ticketing software
• Prioritize and complete work in a group and independently with minimal supervision
• Communicate technical information to non-technical audiences
• Smart Hands remote support for offsite resolver groups
• Inventory management of IT assets including asset auditing
• Other duties as assigned

Job Requirements

• High-school education level or equivalent required
• 1 years corporate deskside support or equivalent experience
• Minimum of 1 year leadership experience working in IT or BPO role
• Excellent verbal and written communication skills
• Effective time management skills
• Customer focused with positive attitude
• Excellent relationship skills
• Proactive self-starter
• Coaching and mentoring mindset
• Ability to support challenging customers in a fast-paced environment
• Valid driving license
• Able and willing to travel via all methods of travel
• Familiarity with ITIL and / or Six Sigma a plus

What we offer :

• An attractive salary with holiday and Christmas bonuses
• 30 days annual vacation
• Internal training opportunities
• An exciting job in a globally active family business

LI-ONSITE