As a
Team Leader, you will act as the first point of contact for the Support Technicians and play a key role in maintaining service excellence. You will oversee the productivity and quality of the team, while ensuring high standards of customer service aligned with Stefanini's values and Service Level Agreements (SLAs) and KPIs.This role involves day-to-day team supervision, collaboration with the Service Delivery Manager (SDM), and hands-on support to ensure that each technician is in the right place at the right time, delivering exceptional support to our clients.Key Responsibilities:
Team Leadership & Support:
Lead and motivate a team of Field Technicians to meet service standards and ticket handling expectations.Act as the first line of support for escalations, helping resolve complex technical or customer-related issues.Monitor team performance, conduct regular 1:
1s, and provide constructive feedback and coaching.Ensure smooth onboarding for new hires, introducing them to team roles and responsibilities.Promote internal communication through team meetings and ensure team alignment with company policies (schedules, breaks, conduct, etc.).Foster a positive team environment through engagement activities and team-building initiatives.Evaluate individual and team competencies to support development and growth.Operational & Service Management:
Support the Service Delivery Manager in maintaining high productivity and service quality.Ensure adherence to internal processes, policies, and Stefanini's quality standards.Participate in special projects and complete them within agreed timelines.Provide insights on customer service improvements, internal training needs, and best practices.Identify and implement process improvements in collaboration with the SDM.Act as a point of contact for client-side issues and act with delegated authority where applicable.Be available to travel to client sites as needed depending on the distribution of the team.Requirements:
Essential Skills and Experience:
Minimum 2 years of experience in a Desktop Support Leadership role.Strong planning and organizational skills.Proven leadership and people management capabilities.Excellent problem-solving and conflict resolution skills.High attention to detail and process-oriented mindset.Strong analytical approach to identifying and resolving issues.Excellent oral and written communication skills in English (other languages are a plus).High customer focus and ability to understand and respond to client needs and priorities.Technical Knowledge:
Proficiency with Windows operating systems and MS Office suite (Word, Excel, PowerPoint).Familiarity with email systems, Internet Explorer, and client-specific technologies.Knowledge of networking fundamentals, TCP/IP, and infrastructure support is a strong advantage.Cultural Fit:
Demonstrates alignment with Stefanini’s values, organizational structure, and client-focused culture.Able to balance technical, people, and process priorities in a dynamic international environment.
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!
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 containor be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Diversity & InclusionHere 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 usWe are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on
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