As a Team Leader, you will act as the first point of contact for Support Technicians and play a key role in maintaining service excellence. You will oversee team productivity and quality, ensuring high standards of customer service aligned with Stefanini's values, SLAs, and KPIs.This role involves daily team supervision, collaboration with the Service Delivery Manager (SDM), and hands-on support to ensure technicians deliver exceptional client support.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 support level for escalations, resolving complex technical and customer issues.Monitor team performance, conduct regular 1-on-1s, and provide constructive feedback and coaching.Ensure smooth onboarding of new hires and promote effective internal communication.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:
Assist the SDM in maintaining high productivity and service quality.Ensure compliance with internal processes, policies, and Stefanini's quality standards.Participate in special projects and complete them within deadlines.Provide insights for customer service improvements, internal training, and best practices.Identify and implement process improvements collaboratively with the SDM.Serve as a point of contact for client issues and act with delegated authority when applicable.Travel to client sites as needed based on team distribution.Requirements:
Essential Skills and Experience:
Minimum 2 years 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 a process-oriented mindset.Strong analytical skills for issue resolution.Excellent communication skills in English;
additional languages are a plus.High customer focus and responsiveness to client needs.Technical Knowledge:
Proficiency with Windows OS and MS Office.Familiarity with email systems, Internet Explorer, and client-specific technologies.Knowledge of networking fundamentals, TCP/IP, and infrastructure support is advantageous.Cultural Fit:
Alignment with Stefanini’s values, organizational structure, and client-focused culture.Ability to balance technical, people, and process priorities in a dynamic international environment.What's Next:
Apply today to avoid missing this opportunity. For further information, contact us, and we’ll be happy to assist!This job description provides a general overview of the role and is not an exhaustive list of duties.Diversity & Inclusion
At Stefanini, we value diversity and equity, encouraging authenticity and inclusion regardless of race, sexual orientation, disability, age, ancestry, religion, gender, or nationality.About Us
We are a Brazilian company with over 35 years of global IT service experience, present in 41 countries with 70 offices. We serve various industries including finance, manufacturing, telecom, and public sector. We offer career opportunities worldwide for passionate, customer-centric professionals. Learn more and connect with us on LinkedIn, Facebook, and Instagram. #LI-DNI
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