Hands-on Team Leader Service Desk

The Hands-on Team Leader combines leadership responsibilities with hands-on technical work.

On one side: the Hands-on Team Leader is the SPOC for onsite services and is responsible for monitoring quality and productivity, assisting Service Delivery Manager with leadership and oversight of the day-to-day business, ensuring onsite team is providing best-in-class customer service in accordance with Stefanini values SLA/KPI.

On other side: contributes on the day-to-day with handling tickets, resolving issues, distributing workload, attends mandatory trainings, acts as backup for coverage.

Managerial Responsibilities

• Reporting manager for Stefanini personnel at the customer premises
• Assists the Service Delivery Manager to secure contractual deliverables and reports to Service Delivery Manager on any issue required attention.
• Act as SPOC for the team and client support groups
• Contribute during onboarding of new employees
• Contributes to keep a stable workflow for day-to-day delivery of support services
• Makes sure certain work areas are clean, organized, and compliant with client safety policies
• Perform coaching, counselling and assist Service Delivery Manager to provide feedback, and formal disciplinary process
• Attends and participates in Client and Stefanini meetings
• Takes ownership, investigates and follows-up on escalations
• When required, acts as incident controller, quality reviewer and knowledge reviewer
• Conducts monthly one-on-ones for each employee
• Writes and delivers performance evaluations
• Identify training requirements and coordinates ongoing training
• Act as backup for coverage 24/7 of any of Stefanini services at the customer site.
• Works onsite at client
• Performs other duties as assigned.

Technical Responsibilities

• Hands-on Team Lead needs to keep IT knowledge up-to-date and will involved with technical activities for all services and remain operational active to act as the last layer of backup.
• Windows, software, and hardware support, onsite in a corporate environment
• Diagnose, troubleshoot, and implement fixes for a variety of technology
• Follow appropriate KB articles and manage workload via ticketing software
• Prioritize and complete work in a group and independently with minimal supervision
• Communicate technical information to non-technical audiences
• Provide first line support to users via phone, email and walk-in
• Report, document and follow up incidents/tasks in the appropriate tools
• Review technical documentation and contribute to the on-going improvement of the working procedures
• Participate on trainings and activities to refresh/maintain acquired knowledge
• Work autonomously and flexibility, mainly during business working hours, but also be able to work in shifts in a 24*7 (for knowledge retention and backup solutions, if required).

Professional skills and required qualifications:

• High-school education level or equivalent required
• +3 years of experience on IT support (Service Desk support and Networking support are added value)
• Excellent verbal and written communication skills
• Ability to treat with diplomacy all client's requests and ability to navigate/adapt to client's environmental culture. Proof of steady/collaborative working relationship with current client support groups is an added value.
• Ability to strictly follow operating procedures and manuals, strong sense of customer service.
• Ability to read, write and speak English is mandatory. Reading/Speaking French is an added value.
• Experience with Ticketing Tools and standard Office applications.
• Good understanding of infrastructure support.
• Effective time management skills
• Customer focused with positive attitude
• Ability to support challenging customers in a fast-paced environment
• Valid driving license
• Familiarity with ITIL and/or Six Sigma a plus

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.

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.